Help Desk Support Tier 3 (Top Secret/Q)

Zachary Piper Solutions is seeking a Help Desk Specialist Tier 3 (Top Secret/Q) to join a NNSA Program located in Washington, DC through 100% full onsite presence . The Help Desk Specialist Tier 3 (Top Secret/Q) will bring advanced IT troubleshooting skills to support the NOE NNDA by resolving complex technical issues, supervising help desk operations, and collaborating with engineering teams to maintain secure & efficient IT infrastructure.

Responsibilities of the Help Desk Specialist Tier 3 (Top Secret/Q) include:

• Resolve complex technical issues: troubleshoot & resolve advanced hardware, software, & network problems that Tier 1 & Tier 2 cannot handle
• Act as final escalation point: serve as highest internal support tier, handling escalated incidents & ensuring resolution through deep technical expertise
• Collaborate across IT teams: work closely with network engineers, system administrators, & developers to identify root causes & implement fixes
• Maintain & improve IT infrastructure: recommend & implement system modifications to reduce recurring issues & optimize performance
• Document & track incidents: log issues, resolutions, & recovery steps in ticketing systems to ensure transparency & knowledge sharing
• Simulate & recreate user problems: reproduce complex issues in test environments to diagnose & resolve them effectively
• Provide technical guidance & knowledge transfer: create knowledge base articles & mentor Tier 1 & Tier 2 staff to improve overall support capabilities

Qualifications of the Help Desk Specialist Tier 3 (Top Secret/Q)include:

• 3-5+ years of IT support experience, especially Tier 2/Tier 3 environments
• DOE Q or Top Secret clearance
• Proficient in troubleshooting complex hardware, software & network issues
• Familiar with enterprise systems, servers & mainframe applications
• Strong problem solving abilities: ability to diagnose root causes, simulate user issues & recommend system modifications
• Skills in working with cross-functional teams (network, software, systema) & communicating effectively with end users
• Experience with incident tracking tools & documenting technical resolutions for future references
• Certifications: CompTIA A+, Network+, Security+, ITIL Foundation, or vendor-specific certs (eg., Microsoft, Cisco) (preferred)

Compensation for the Help Desk Specialist Tier 3 (Top Secret/Q) includes:

• Salary Range: $180,000-$200,000 **depending on experience**
• Benefits: Medical, Dental, Vision, 401k Plan, Holidays, PTO, Education Incentives, sick leave as required by law

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