Senior Help Desk Technician

Paragon Technology Group, Inc.; Norfolk (VA); On-site; USD 85,000 - 120,000; Full time

Job summary

Paragon Technology Group, Inc. seeks an Information Technology Help Desk Lead to support USTRANCOM's JECC in Norfolk, VA. The role combines hands-on technical expertise with supervision of a 5-7 person Help Desk team and incident response duties.

The position covers Windows-based environments, account provisioning, inventory control, after-hours support, and close coordination with military and civilian staff. A Secret clearance and relevant certifications are required.

Qualifications

• 3+ years of Help Desk experience in Windows environments
• Current Secret security clearance required
• Security certifications: Cloud+, GICSP, SCCP, GSEC, CASP+, CCNP Security
• At least 2 years of military staff experience (senior level)
• 2+ years of NIPR/SIPR credentialing experience

Responsibilities

• Provide full-range computer and systems support for user requests, devices, and software
• Supervise a 5-7 person Help Desk cadre; manage priorities and ticket queues
• Support after-hours on-call incident response and holidays
• Manage access accounts and role-based privileges
• Oversee inventory control and deployment kit management
• Communicate effectively with military, civilian, and contractor personnel at all levels

Skills

Help Desk

Security Clearance

Certifications

Military Staff Experience

NIPR/SIPR Credentialing

TS/SCI Eligible

Education

Bachelor's Degree in related field

Job description

Information Technology Help Desk Lead and expert to support USTRANCOM's Joint Enabling Capabilities Command (JECC) based at Norfolk, VA. The JECC is an operationally-oriented JECC organization and requires a dynamic, energetic, and technically accomplished Help Desk practitioner.

Description: Full range computer and systems support response to user requests for computer technical support, multi-function devices, account permissions management and troubleshooting, computer and peripheral installations.

Provides general supervision to 5-7 person Help Desk cadre; formulates and defines General System maintenance scope and objectives and manages Help Desk priorities and ticketing queues. Provides the following services: maintaining, administrating, backup, restore, reporting, and general maintenance of specific Hardware Operating System (primarily oriented on Windows OS) or a range of Software Applications generally resident in DoD environments.

Computer Technician will support on-call and after duty hours (including supporting operationally critical support through holidays and staff absences, after-hours, on-call, and incident response support services).

Responsible for managing all access accounts and role level privileges associated. Supports a range of end user hardware, software, and application requirements via remote and desk-side engagement.

Provide inventory management and control officer support to include managing new and ongoing inventory, documenting inventory changes, implementing unit hand receipting processes, support deployment kit management, and executing related documentation.

Must possess strong interpersonal, oral, and written skills and must be able to communicate effectively with military, civilian, and contractor personnel at all levels. A strong work ethic and team-oriented approach to the work environment is essential. Must be operationally resilient and capable of successfully performing in a fast-paced, rapidly evolving environment.

OCONUS and CONUS travel (duration: 3-10 days) occurs roughly once or twice yearly.

Skills and Experience:

Required:

• Help Desk: At least three (3) years' experience providing Help Desk support. Experience in a wide range of support actions including remote and desk-side support in Microsoft Windows 10-based environment.
• Security Clearance: Current Secret Required.
• Current Security + Certification with Cloud+, GICSP, SCCP, GSEC, CASP+, CCNP Security
• Bachelor's Degree in related area which may be offset by additional experience.
• Military Staff Experience: At least two (2) years' experience as a member of a senior military staff; joint experience.
• Military Credentialing Experience: At least two (2) years' experience supporting NIPR and SIPR personnel account credentialing.
• Security Clearance: TS/SCI eligible candidates preferred.