Paragon Systems Inc · 15 hours ago
Computer Help Desk Technician
Vienna, VA
Full-time
Onsite
Mid, Senior Level
3+ years expParagon Technology is seeking a Senior Computer Help Desk Technician to provide Tier 1 and Tier 2 end-user support for the Joint Enabling Capabilities Command (JECC) personnel. This role involves incident management, desktop/laptop system support, and ensuring compliance with government requirements.
Information Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Serve as a 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
Ensure all incidents are documented accurately and in accordance with response and escalation timelines defined in the PWS
Maintain compliance with incident metrics, including ticket assignment, resolution, and documentation standards
Provide regular updates to users and escalate unresolved or priority issues as required
Support preparation of incident metrics and data inputs for Monthly Status Reports (MSRs)
Provide 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 on-site user support requests within established service-level timelines
Replace unserviceable equipment within required response windows
Ensure proper hand receipts and property accountability documentation for all issued or replaced equipment
Assist in deploying and maintaining approved baseline computer images for JECC systems
Load, refresh, and reimage systems using Government-approved images
Support maintenance of a local image library and 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
Qualification
Required
Active SECRET clearance; TS/SCI eligible candidates preferred
Three (3) years' experience providing Tier 1 and Tier 2 IT help desk or desktop support
Experience with incident tracking/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
Preferred
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
Company
Paragon Systems Inc
Paragon Systems employs over 10,500 professionals in specialized operations providing security, fire, investigations, inspections, cybersecurity, risk management, and mission support services to the U.S.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Anthony Sabatino
Chief Executive Officer
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