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# Tier 1 Help Desk Analyst

- **Company:** Zachary Piper
- **Location:** Centennial, CO, United States
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Link 16, Networking Basics, Cisco Nexus Switches, SC Clearance
- **Published:** October 8, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9221760/tier-1-help-desk-analyst

## About the Role

* Bachelor's degree required.
 * 1+ years of Help Desk, Technical Support, Customer Service, or related experience.
 * Active Secret Clearance required.
 * Basic knowledge of Windows operating systems and networking fundamentals.
 * Experience utilizing ticketing systems, service desk platforms, or call center tools.
 * Ability to work rotating shifts in a 24x7 operational environment.
 * Eligible to obtain and maintain a Common Access Card (CAC)., * CompTIA A+ certification.
 * Prior military, government, or DoD support experience.
 * Familiarity with tactical communications systems.
 * Experience supporting mission-critical operational environments.
 * Exposure to networking, communications, or defense technology platforms.

## Description

* Provide telephone and online support to NEXUS-enabled mission users.
 * Receive, document, prioritize, and track support tickets and discrepancy reports.
 * Troubleshoot hardware, software, and connectivity issues using established fault trees and support procedures.
 * Monitor the ATOMS Support channel within Mattermost and respond to user requests.
 * Monitor SNC tools and dashboards, including Watch Tower, for system health alerts and failure notifications.
 * Support users with Link 16 communications, JREAP-C connectivity, TRAX applications, mission initialization, EFB connectivity, Sentry+ devices, WinTAK, ATAK, and endpoint functionality.
 * Escalate unresolved incidents to Tier 2 support personnel and Subject Matter Experts while maintaining accurate documentation and operational metrics.