Help Desk Specialist - Secret Clearance

Zachary Piper Solutions is seeking a Siemens PLM Help Desk Support Specialist (Tier 1/Tier 2) to support our client in St Louis, MO. The Help Desk Support Specialist will serve as the primary point of contact for Siemens Xcelerator users, providing front-line troubleshooting, ticket ownership, and escalation coordination across PLM/CAD/MOM toolchains. This position is only open to those with a Secret government security clearance.

Responsibilities of the Help Desk Specialist include:

·      Provide Tier 1/Tier 2 support for Siemens Xcelerator tools including Teamcenter, NX, Opcenter, Capital, and related applications

·      Perform initial triage, troubleshooting, and root-cause categorization for incoming help desk tickets (user issues, environment issues, software defects, configuration problems)

·      Monitor and manage support channels including help desk phone line and email queue, ensuring timely responses and accurate intake documentation

·      Own tickets end-to-end from intake through resolution, including user communication, follow-up, and closure validation

·      Coordinate escalations with end users, Siemens SMEs, and infrastructure teams, maintaining clear timelines and status updates

·      Review system and application logs to identify environment-related issues and assist in diagnosing application functionality problems in secure settings

·      Maintain and update support documentation, knowledge articles, and recurring issue trends to improve first-contact resolution

Qualifications for the Help Desk Specialist include:

·      1–3 years of experience in Help Desk and/or System Administration supporting enterprise applications

·      Hands-on experience with Teamcenter PLM (or demonstrated PLM tool knowledge supporting engineering/manufacturing users)

·      Must have an active Secret security clearance

·      Familiarity supporting one or more Siemens tools such as NX, Opcenter, Capital, or related CAD/PLM/MOM applications

·      Experience with ticketing workflows including triage, prioritization, documentation, escalation, and closure ownership

·      Ability to interpret logs and differentiate between user, application, configuration, and environment/infrastructure issues

·      Strong customer support skills, including clear written communication and ability to support users with varying technical proficiency

·      Ability to work in secure environments and follow strict procedural and documentation requirements

Compensation for the Help Desk Specialist includes:

·      Salary Range: $110,000-$135,000 depending on experience

·      Full Benefits Package: PTO, Paid Holidays, Medical, Dental, Vision, 401K, and more

Keywords

Teamcenter, Siemens PLM, Siemens Xcelerator, PLM Support, NX, Opcenter, Capital, CAD Support, MOM Systems, Help Desk Support, Tier 1 Support, Tier 2 Support, Application Support, Engineering Tools Support, Manufacturing Systems, Ticket Triage, Incident Management, Root Cause Analysis, Troubleshooting, Configuration Management, System Administration, User Support, Enterprise Applications, Log Analysis, Environment Troubleshooting, Secure Environment Support, Classified Systems, IT Service Management, ITSM, ServiceNow, Help Desk Ticketing, Knowledge Base, Documentation, Escalation Management, Cross‑Team Collaboration, Infrastructure Coordination, Software Defect Tracking, Application Logs, Technical Support, End User Support, Federal Programs, DoD Support, Onsite Support,

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