The Computer Help Desk Technician provides Tier 1 and Tier 2 end-user support for the Joint Communications Support Element (JCSE) personnel at McDill AFB, FL. This role is responsible for incident intake, tracking, resolution, and documentation, as well as desktop/laptop system support and computer image deployment across classified and unclassified environments. The position supports mission-critical operations and requires strong customer service skills, technical troubleshooting expertise, and strict adherence to Government incident management, configuration, and security requirements. 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.
Required Qualifications
- 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
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
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Paragon Technology Group, Inc.
Dec 17, 2025