Computer Help Desk Technician jobs in United States
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Paragon Technology Group · 19 hours ago

Computer Help Desk Technician

positionVienna, VA, US
timeFull-time
remoteOnsite
seniorityMid, Senior Level
date3+ years exp

Paragon Technology Group 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 intake, tracking, resolution, and documentation, as well as support for desktop and laptop systems in both classified and unclassified environments.

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Diversity & InclusionbadNo H1BnoteSecurity Clearance RequirednoteU.S. Citizen Onlynote

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

Tier 1Tier 2 supportIncident tracking systemsWindows operating systemsImagingReimagingCompTIA A+ certificationCustomer service skillsITIL familiarityDoD IT environment experienceCommunication skills

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 Technology Group

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IT solutions and professional services
dateFounded in 1997
location
Vienna, Virginia, USA
people-size51-200 employees
web-link
http://www.paragontech.net

Funding

Current Stage
Growth Stage

Leadership Team

B
Bruce Card
President and CEO
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Recent News

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2024-10-26
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