> Markdown version of [/jobs/ext/4590920-tier-1-help-desk-analyst](https://www.wearedevelopers.com/jobs/ext/4590920-tier-1-help-desk-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Tier 1 Help Desk Analyst

- **Company:** ZP Group
- **Location:** Greenwood Village, CO, United States
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Issue Tracking Systems, Link 16, Networking Basics, Cisco Nexus Switches, Server Administration, Extensible Markup Language (XML), SC Clearance
- **Published:** November 5, 2026
- **Apply:** https://www.careerbuilder.com/job-details/tier-1-help-desk-analyst-centennial-co--19fe2c16-21eb-4a13-abab-56b45a75eea2

## About the Role

Help Desk, Analysis Skills, Establish Priorities, Online Customer Support, Discrepancy Report, Software Administration, Channel Support, TrAX (Transformation API for XML), United States Department of Defense (DoD), Help Desk, 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). Preferred Qualifications 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. Qualifications: 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).

## Description

Responsibilities: 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. Required Qualifications Bachelor's degree required. 1+ years of Help Desk, Technical Support, Customer Service, or related experience. Active Secret Clearance required. Basic knowledge of, Windows