Paragone Solutions, Inc.

IT Help Desk Engineer

Remote
Full Time
Mid Level
Paragone Solutions is seeking an IT Help Desk Engineer to join the team. This role will be supporting small commercial businesses, whose mission is to support the Department of Defense (DoD). This person will be the first point of contact for end-users, providing technical assistance and seamless resolution of IT-related issues. In this role, the IT Help Desk Engineer will troubleshoot hardware, software, and network problems, manage ticketing systems, and collaborate with technical teams to resolve advanced issues.

This role offers the potential to be elevated to a Senior level position.

This is a remote position, with a preference for candidates located in AZ, GA, MD, MT, PA, TN, TX, or VA.

Work Authorization: US Citizenship

Responsibilities Include:
  • Serve as the first point of contact for end-users, providing technical support and resolving IT-related issues.
  • Troubleshoot and resolve hardware, software, and network-related problems efficiently.
  • Manage and maintain ticketing systems to track, prioritize, and document user requests and resolutions.
  • Collaborate with application developers, engineers, and other stakeholders to identify and resolve complex technical issues.
  • Provide training and guidance to end-users on best practices for utilizing IT systems and tools.
  • Ensure all support requests are handled within defined service-level agreements (SLAs).
  • Develop and update technical documentation, FAQs, and user guides.
  • Stay updated on emerging technologies, tools, and methodologies to enhance support services.
Requirements
  1. Must have Bachelor s degree in Computer Science, Information Systems, Software Engineering, or a related analytical, scientific, or technical discipline. Note, if no technical degree (i.e., a BS), then multiple advanced IT certifications is MANADATORY.
  2. Experience working with Microsoft Azure, Entra, Intune, and O365.
  3. Minimum of five (5) years of continuous experience in a Help Desk Support role.
  4. Strong ability to work independently and collaboratively with technical teams.
  5. Excellent written and oral communication skills.
  6. Motivation and results-oriented mindset.
Preferred Certifications:
  1. CompTIA A+
  2. Security+
  3. Advanced Cisco Certifications
  4. Advanced Microsoft Cloud Certifications
  5. ITIL Certification
     
Paragone Solutions, Inc. is a boutique provider of services to the Department of Defense. We are a process-oriented (i.e. ISO 9001 certified) services company that provides cybersecurity, IT training, and industrial health/occupational safety support services. Founded in 2008, we are a certified woman-owned small business and a SBA certified 8(a) firm. Paragone offers competitive salaries and a relaxed, life-friendly work environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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