Zachary Piper Solutions is seeking a Senior Service Desk Specialist to join a DOE program supporting the National Nuclear Security Agency on-site in Washington, DC. The Senior Service Desk Specialist will provide advanced technical support, resolve escalated issues, and ensure the stability and security of end-user systems and services across mission-critical environments.

Responsibilities of the Senior Service Desk Specialist include:

• Troubleshoot and resolve complex hardware, software, and network issues escalated from Tier 1 and Tier 2 support teams
• Perform root cause analysis, implement long-term solutions, and document resolutions for recurring problems
• Use Change Management Processes to execute system and application updates and configurations
• Manage and resolve tickets using BMC Remedy
• Provide technical guidance and mentorship to junior help desk staff and ensure compliance with DOE IT policies and procedures

Qualifications for Senior Service Desk Specialist include:

• 5+ years of IT experience in Help Desk Support, Systems Administration, and Troubleshooting
• Experience supporting Tier III or advanced diagnostics and assisting junior level analysts

• Active Top Secret Clearance or DOE Q Clearance

• Troubleshoot and resolve complex hardware, software, and network issues escalated from Tier 1 and Tier 2 support teams
• Perform root cause analysis, implement long-term solutions, and document resolutions for recurring problems
• Use Change Management Processes to execute system and application updates and configurations
• Manage and resolve tickets using BMC Remedy
• Provide technical guidance and mentorship to junior help desk staff and ensure compliance with DOE IT policies and procedure