Computer Help Desk Technician

Paragon Technology is hiring a Computer Help Desk Technician to deliver Tier 1 and Tier 2 end-user support onsite in Tampa, FL.

Responsibilities

• Act as the primary point of contact for user-reported IT incidents, service requests, and technical issues
• Log, track, update, escalate, and close tickets using Government-directed incident handling and trouble ticketing systems
• Document incidents accurately and in line with PWS response and escalation timelines
• Maintain compliance with incident metrics, including ticket assignment, resolution, and documentation standards
• Provide user updates and escalate unresolved or priority issues as required
• Support preparation of incident metrics and data inputs for Monthly Status Reports (MSRs)
• Deliver Tier 1 and Tier 2 support for unclassified and classified desktop and laptop systems
• Install, configure, deploy, maintain, troubleshoot, and remove end-user systems and peripherals
• Perform touch maintenance on IT equipment, including printers, scanners, and approved network peripherals
• Respond to onsite user support requests within established service-level timelines
• Replace unserviceable equipment within required response windows
• Ensure proper hand receipts and property accountability documentation for issued or replaced equipment
• Assist with deployment and maintenance of approved baseline computer images for JECC systems
• Load, refresh, and reimage systems using Government-approved images
• Support maintenance of a local image library and help ensure systems meet security certification requirements
• Coordinate with service providers and system administrators to apply updated images and patches
• Support testing and deployment of updated images within required timelines

Requirements

• Active SECRET clearance; TS/SCI eligible candidates preferred
• 3 years of experience providing Tier 1 and Tier 2 IT help desk or desktop support
• Experience with incident tracking and ticketing systems (e.g., ServiceNow)
• Working knowledge of Windows desktop and laptop operating systems
• Familiarity with imaging, reimaging, and system configuration processes
• Strong customer service and communication skills
• Ability to follow documented procedures and security requirements in classified environments

Technologies

• ServiceNow
• Windows

Desired Skills and Experience

• Experience supporting DoD or federal government IT environments
• Experience supporting SIPRNet and NIPRNet users
• Familiarity with ITIL-based incident management processes
• Experience supporting classified systems or secure facilities
• CompTIA A+, Network+, or equivalent certifications

Location: Tampa, FL (onsite)
Salary: USD 65,000 - 70,000 per year