Zachary Piper Solutions is seeking a Tier 3 Help Desk Support Specialist to support the Department of Energy and the National Nuclear Security Administration (NNSA) Office of the Chief Information Officer (OCIO) in Washington, DC. This role requires advanced technical expertise, strong problem-solving skills, and the ability to manage escalated IT issues in a high-security, mission-critical environment.
Washington, D.C.

REQUIRED QUALIFICATIONS:

• Active DOE Q Clearance or Top Secret Clearance
• Proven experience in Tier 3 IT support or advanced help desk operations
• Strong understanding of IT infrastructure, support procedures, and troubleshooting methodologies
• Excellent communication and customer service skills
• Ability to work independently and collaboratively in a high-paced environment
• Experience documenting technical issues and resolutions

PREFERRED QUALIFICATIONS:

• Experience supporting federal government or national security agencies
• Familiarity with enterprise IT environments and classified systems
• Knowledge of ITIL processes and service management best practices

• Respond to and diagnose complex technical issues through direct user interaction
• Supervise help desk operations and serve as the primary point of contact for escalated customer concerns
• Provide second-tier support for PC, server, and mainframe applications and hardware
• Identify, research, and resolve technical problems across a wide range of systems
• Interact with network services, software engineering, and application development teams to restore service and resolve core issues
• Simulate or recreate user problems to troubleshoot and resolve operating difficulties
• Recommend system modifications to reduce recurring issues
• Document, track, and monitor issues to ensure timely resolution
• Provide regular updates and briefings to leadership on support status and trends
• Perform other duties as assigned in support of the NNSA mission