Customer Service Management, Defense Intelligence, Documentation, Full Scope Polygraph, Hardware Administration, Help Desk, IT Service Management (ITSM), Identify Issues, Legal, Microsoft Windows Operating System, Peripheral Hardware, Sensitive Compartmented Information (SCI), Service Level Agreement (SLA), Software Administration, Technical Support, Top Secret Clearance
Zachary Piper Solutions is seeking a Helpdesk Support Specialist to support a mission-focused organization delivering secure IT and infrastructure services within the federal intelligence and defense space. This position is on-site in Redmond, WA. The Helpdesk Support Specialist will provide Tier 1 technical support, hardware troubleshooting, and ticket management to ensure reliable, 24x7 IT operations.
Responsibilities for the Helpdesk Support Specialist include:
- Providing Tier 1 helpdesk support for hardware, software, and basic network-related issues
- Troubleshooting and resolving end-user hardware and peripheral issues
- Managing, documenting, and tracking tickets within an ITSM system to meet SLAs
- Escalating complex issues to higher-tier engineering teams as needed
- Supporting a 24x7x365 operational environment using a modified Panama shift rotation
Required Qualifications for the Helpdesk Support Specialist include:
- 2+ years of experience in Tier 1 Helpdesk or Technical Support roles
- Experience supporting Windows-based systems, hardware, and peripheral devices
- Strong troubleshooting, customer service, and ticket management skills
- Active TS/SCI clearance with Full Scope Polygraph (FSP)
Compensation for the Helpdesk Support Specialist include:
- Salary Range: Competitive, depending on experience
- Full Benefits Package: PTO, Paid Holidays, Medical, Dental, Vision, 401K, Tuition Reimbursement, Sick leave as required by law