Help Desk Specialist

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