Help Desk Support Tier 3 (Top Secret/Q)

Zachary Piper Solutions

is seeking a

Help Desk Specialist Tier 3 (Top Secret/Q)

to join a NNSA Program located in

Washington, DC

through

100% full onsite presence

. The

Help Desk Specialist Tier

3 (Top Secret/Q)

will bring advanced IT troubleshooting skills to support the NOE NNDA by resolving complex technical issues, supervising help desk operations, and collaborating with engineering teams to maintain secure & efficient IT infrastructure. Responsibilities of the

Help Desk Specialist Tier

3 (Top Secret/Q)

include: Resolve complex technical issues: troubleshoot & resolve advanced hardware, software, & network problems that Tier 1 & Tier 2 cannot handle Act as final escalation point: serve as highest internal support tier, handling escalated incidents & ensuring resolution through deep technical expertise Collaborate across IT teams: work closely with network engineers, system administrators, & developers to identify root causes & implement fixes Maintain & improve IT infrastructure: recommend & implement system modifications to reduce recurring issues & optimize performance Document & track incidents: log issues, resolutions, & recovery steps in ticketing systems to ensure transparency & knowledge sharing Simulate & recreate user problems: reproduce complex issues in test environments to diagnose & resolve them effectively Provide technical guidance & knowledge transfer: create knowledge base articles & mentor Tier 1 & Tier 2 staff to improve overall support capabilities Qualifications of the

Help Desk Specialist Tier

3 (Top Secret/Q)

include: 3-5+ years of IT support experience, especially Tier 2/Tier 3 environments DOE Q or Top Secret clearance Proficient in troubleshooting complex hardware, software & network issues Familiar with enterprise systems, servers & mainframe applications Strong problem solving abilities: ability to diagnose root causes, simulate user issues & recommend system modifications Skills in working with cross-functional teams (network, software, systema) & communicating effectively with end users Experience with incident tracking tools & documenting technical resolutions for future references Certifications: CompTIA A+, Network+, Security+, ITIL Foundation, or vendor-specific certs (eg., Microsoft, Cisco) (preferred) Compensation for the

Help Desk Specialist Tier

3 (Top Secret/Q)

includes: Salary Range:

$180,000-$200,000

**depending on experience** Benefits: Medical, Dental, Vision, 401k Plan, Holidays, PTO, Education Incentives, sick leave as required by law Keywords: help desk, tier 3, nnsa, Washington, dc, district of Columbia, IT, troubleshoot, NOE, technical issues, operations, engineer, secure, efficient, Q clearance, clearance, TS, top secret, hardware, software, network, Tier 1, Tier 2, escalation, internal support, incident, resolution, deep technical expertise, technical expertise, infrastructure, recommend, implement, system modifications, optimize, performance, document, track, log issues, resolutions, recovery, ticketing, ticket, transparent, transparency, knowledge sharing, simulate, recreate, reproduce, test environments, diagnose, resolve, technical guidance, knowledge transfer, knowledge base articles, support, enterprise system, server, mainframe, applications, root cause, simulate user issue, system modifications, cross-function, cross function, network, software, system, end user, incident track, document, technical resolution, comptia, comptia a+, a+, network+, network +, sec+, security+, sec +, security +, secplus, securityplus, security plus, sec plus, ITIL, Microsoft, Cisco #LI-SW1 #LI-ONSITE

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