Help Desk Tier I and II

This position is on-site in Denver, CO, supporting a mission-critical communications environment for users operating within Controlled Unclassified Information (CUI) and Secret-level environments. The role delivers real-time troubleshooting, issue resolution, analytics, and operational support to users across the NEXUS platform in direct support of national defense missions.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for mission-critical communication systems in a 24/7 operational environment, resolving user-reported hardware, software, application, and connectivity issues.
• Monitor and respond to support requests through multiple channels, utilizing ticketing and monitoring tools to prioritize incidents, track trends, and ensure timely resolution.
• Troubleshoot complex network and communications issues involving Link 16, JREAP-C, SIPR connectivity, application deployment failures, and mission system performance.
• Support mission operations by maintaining Systems Integration Laboratory (SIL) capabilities, assisting with mission initialization activities, and ensuring operational system availability.
• Escalate advanced technical issues to Subject Matter Experts while coordinating resolution efforts, documenting solutions, and improving support processes through operational analysis and reporting.

Requirements

• 2-8 years of experience supporting enterprise help desk, network operations center (NOC), systems administration, or technical support environments.
• Experience providing Tier 1 and/or Tier 2 technical support for Windows-based systems, applications, and network infrastructure.
• Ability to diagnose and troubleshoot software, hardware, operating system, connectivity, and application-related issues.
• Experience working with ticket tracking systems, incident management processes, and operational support workflows.
• Familiarity with networking concepts including TCP/IP, DNS, VPNs, routing, switching, and secure communications.
• Ability to communicate technical issues clearly to end users and senior technical personnel.
• Experience supporting secure government, defense, or mission-critical environments preferred.
• Strong analytical, troubleshooting, documentation, and customer service skills.
• Active Secret Clearance or ability to obtain and maintain a Secret Clearance.
• Ability to obtain and maintain a Common Access Card (CAC).

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Engineering, or related field preferred.
• Certification Preferred: Security+, Network+, A+, or equivalent DoD 8570-compliant certification.

Pay

Salary Range: $30.00 - $44.00/hr (depending on experience/shift).

Benefits

• Full Benefits Package: PTO, Paid Holidays, Medical, Dental, Vision, 401(k), Tuition Assistance, and additional employee benefits.