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# Help Desk Tier I and II

- **Company:** Zachary Piper
- **Location:** Centennial, CO, United States
- **Experience:** Experienced
- **Salary:** $62,400.0 - $91,520.0
- **Contract:** Permanent contract
- **Skills:** Complex Networks, Cyber Security, Computer Networks, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Link 16, Network Architecture, Routing, Software Deployment, Systems Integration, TCP/IP, Computer Network Operations, SC Clearance, Information Technology, Operational Systems
- **Published:** September 30, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9203057/help-desk-tier-i-and-ii

## About the Role

* 2-8 years of experience supporting enterprise help desk, network operations center (NOC), systems administration, or technical support environments
 * Experience providing Tier 1 and/or Tier 2 technical support for Windows-based systems, applications, and network infrastructure
 * Ability to diagnose and troubleshoot software, hardware, operating system, connectivity, and application-related issues
 * Experience working with ticket tracking systems, incident management processes, and operational support workflows
 * Familiarity with networking concepts including TCP/IP, DNS, VPNs, routing, switching, and secure communications
 * Ability to communicate technical issues clearly to end users and senior technical personnel
 * Experience supporting secure government, defense, or mission-critical environments preferred
 * Strong analytical, troubleshooting, documentation, and customer service skills
 * Education: Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Engineering, or related field preferred
 * Clearance: Active Secret Clearance or ability to obtain and maintain a Secret Clearance
 * Credential: Ability to obtain and maintain a Common Access Card (CAC)
 * Certification Preferred: Security+, Network+, A+, or equivalent DoD 8570-compliant certification

## Description

* Provide Tier 1 and Tier 2 technical support for mission-critical communication systems in a 24/7 operational environment, resolving user-reported hardware, software, application, and connectivity issues.
 * Monitor and respond to support requests through multiple channels, utilizing ticketing and monitoring tools to prioritize incidents, track trends, and ensure timely resolution.
 * Troubleshoot complex network and communications issues involving Link 16, JREAP-C, SIPR connectivity, application deployment failures, and mission system performance.
 * Support mission operations by maintaining Systems Integration Laboratory (SIL) capabilities, assisting with mission initialization activities, and ensuring operational system availability.
 * Escalate advanced technical issues to Subject Matter Experts while coordinating resolution efforts, documenting solutions, and improving support processes through operational analysis and reporting.