Help Desk Technician - Secret Clearance

Zachary Piper Solutions is seeking a Help Desk Technician to support an Army National Guard program, fully onsite in Arlington, VA. Shift 7am-3pm. Must have active Secret Clearance

Responsibilities:

• Respond to user inquiries via phone, email, or chat regarding hardware, software, and network issues.
• Diagnose problems, guide users through solutions, and escalate complex issues to higher-level support when necessary.
• Assist with setup and configuration of systems, applications, and peripheral devices.
• Record issues, resolutions, and updates in ticketing systems for tracking and reporting purposes.
• Proactively check system performance and respond to alerts to prevent downtime.
• Create, modify, and deactivate user accounts and permissions in accordance with company policies.
• Provide guidance on best practices, system usage, and security protocols.
• Follow IT policies and procedures to maintain data integrity and security.
• Work with network, systems, and application teams to resolve complex technical issues.

Skills:

• High school diploma or equivalent.
• At start date, must possess an IAT level II certification in ACTIVE status:
• CCNA Security
• CySA+
• GICSP
• GSEC
• Security+CE
• CND
• SSCP
• 3+ Years' experience as a service desk analyst with proven experience in ongoing support of client-specific application systems.
• Physical requirements of lifting and/or pulling up to 40lbs.; sitting, bending, and standing.
• The equipment used in this position includes, but is not limited to, computers, servers, and network devices.
• Demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails.
• Analytically inclined with attention to detail and accuracy, and consistent follow-through to assure problems are resolved, with the ability to respond to last-minute requests.
• Identify and articulate key information in an efficient and timely manner, and exercise discretion and independent judgment when handling situational occurrences.
• Analyze and recommend alternative solutions to meet customer needs, while building credibility and trust with customers.
• Identify areas of opportunity to improve customer satisfaction and demonstrate excellent multitasking and time management skills.
• Support the team process and participate in cross-functional teams, in a fast-paced and ITIL transitional environment.

Compensation:

$70,000/year **depending on years of experience and degree**

Full Benefits -Medical, Dental, Vision, 401K, Paid Holidays, PTO, Sick Leave if required by law

This job opens for applications on 12/1/2025. Applications for this job will be accepted for at least 30 days from the posting date

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Key words: delivers technical support, troubleshooting, issue resolution, hardware, software, network systems, tickets, perform system monitoring, user account administration while ensuring smooth installation and configuration of applications and devices. With strong customer service, problem-solving, communication skills, they maintain IT security compliance and accurate documentation., reimaging, remote support tools, operating systems, Microsoft Office, and network connectivity enables them to collaborate effectively with IT teams and deliver reliable technical assistance.