Digital Escort

Zachary Piper Solutions is seeking a Digital Escort to support a company focused on secure cloud operations and classified enterprise technology environments. This position is on-site in Reston, VA. The Digital Escort will provide Tier I/Tier II end-user support within a 24x7 operational environment, troubleshooting technical issues, managing support tickets, and ensuring mission-critical systems remain operational. This is an excellent opportunity to gain hands-on experience supporting advanced cloud environments while contributing to a long-term, high-visibility program.

Responsibilities for the Digital Escort include:

• Manage and resolve incoming support tickets through ServiceNow, Remedy, or similar ticketing platforms.
• Troubleshoot and resolve system issues utilizing customer-provided tools and established procedures.
• Document incident findings, troubleshooting steps, and resolution details.
• Provide Tier I and Tier II end-user technical support in a classified operational environment.
• Support continuous 24x7 operations while maintaining high levels of customer service and responsiveness.

Required Qualifications for the Digital Escort include:

• 2+ years of experience in Help Desk, Service Desk, Technical Support, System Administration, or a related IT support role.
• Experience with ticketing systems such as ServiceNow, Remedy, Jira, or similar platforms.
• Strong troubleshooting, documentation, customer service, and communication skills.
• Bachelor's Degree required.
• Active TS/SCI Clearance with Full Scope Polygraph (FSP) required.

Compensation for the Digital Escort include:

Salary Range: $70,000 - $100,000 depending on experience

Full Benefits Package: PTO, Paid Holidays, Medical, Dental, Vision, 401K, Tuition Reimbursement, Sick Leave as required by law

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Keywords: Digital Escort, Help Desk, Helpdesk, Service Desk, IT Support, Technical Support, Tier I Support, Tier II Support, System Administration, Systems Administrator, ServiceNow, Remedy, Jira, Ticketing System, Troubleshooting, Active Directory, Azure, Microsoft Azure, Office 365, Cloud Computing, Cloud Support, End User Support, Customer Support, Operations Support, Network Operations, NetOps, Cybersecurity, Security Operations, Documentation, Incident Response, TS/SCI, Full Scope Polygraph, FSP, Security Clearance, Government Contracting, Cloud Environment, Classified Environment, Technical Operations, IT Operations, Reston VA, Elkridge MD, Redmond WA, Atlanta GA.