DESCRIPTION:

Zachary Piper Solutions is seeking a Tier III Help Desk Specialist to join our team on-site in Washington, D.C. This position is in support of a contract with the Department of Energy and the National Nuclear Security Agency OCIO. The Help Desk Specialist will be an experienced IT professional with advanced technical knowledge, excellent problem-solving abilities, a track record of handling complex issues and escalations, and a deep understanding of IT infrastructure and support procedures.

QUALIFICATIONS OF THE HELP DESK SPECIALIST:

• 5+ years of experience as a Cloud Engineer or related role
• Active Top Secret Security Clearance

• Responds to and diagnoses problems through discussion with users.
• Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Supervise operation of help desk and serves as focal point for customer concerns. Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommend systems modifications to reduce user problems. Other duties as assigned.