Help Desk Specialist

Zachary Piper Solutions is seeking a Help Desk Specialist to support a mission-critical communications program in Denver, CO. This is an on-site opportunity supporting a 24/7 operational environment and users working within Controlled Unclassified Information (CUI) and Secret-level environments.

The Help Desk Specialist will provide Tier 1 and Tier 2 technical support for deployed communication systems, troubleshooting hardware, software, network, and application issues while helping maintain system availability and operational readiness. This position will directly support a national defense mission by providing real-time technical assistance and operational support across the NEXUS platform.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for mission-critical communication systems in a 24/7 operational environment.
• Troubleshoot and resolve hardware, software, operating system, application, network, and connectivity issues.
• Monitor, prioritize, and respond to incidents and service requests through ticketing and monitoring systems.
• Troubleshoot communications and network issues involving Link 16, JREAP-C, SIPR connectivity, application deployments, and mission system performance.
• Support Systems Integration Laboratory (SIL) operations, including mission initialization activities and system readiness.
• Analyze recurring technical issues and identify potential trends, root causes, and opportunities to improve system reliability.
• Escalate complex issues to appropriate engineering teams or Subject Matter Experts while maintaining ownership of the issue through resolution.
• Document troubleshooting steps, resolutions, system issues, and support procedures to improve knowledge sharing and operational efficiency.
• Communicate technical information clearly to end users, engineers, and leadership while providing timely updates on incident status and resolution.

Required Qualifications

• 2–8 years of experience in help desk, technical support, NOC, systems administration, or a similar IT environment.
• Experience providing Tier 1 and/or Tier 2 support for Windows-based systems, applications, and network infrastructure.
• Strong troubleshooting and problem-solving skills across hardware, software, operating systems, applications, and connectivity.
• Experience using ticketing systems and incident management processes in an operational support environment.
• Working knowledge of TCP/IP, DNS, VPNs, routing, switching, and secure communications.
• Ability to diagnose issues, identify root causes, and determine when escalation is required.
• Strong written and verbal communication skills with the ability to work effectively with both technical and non-technical users.
• Experience supporting government, defense, secure, or other mission-critical environments is preferred.
• Strong attention to detail with the ability to accurately document technical issues and resolutions.
• Education: Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Engineering, or a related field preferred.
• Clearance: Active Secret Clearance or the ability to obtain and maintain a Secret Clearance.
• Credential: Ability to obtain and maintain a Common Access Card (CAC).
• Preferred Certifications: Security+, Network+, A+, or another DoD 8570-compliant certification.

Compensation & Benefits

• Compensation: $30.00–$40.00/hour, depending on experience and shift.
• Comprehensive benefits package including PTO, paid holidays, medical, dental, vision, 401(k), tuition assistance, and additional employee benefits.
• Opportunity to support a high-visibility national defense communications program.
• Long-term opportunity within a 24/7 mission-critical operational environment.