Help Desk Technician II

We're looking for a Helpdesk Support II Technician to join our technical team as a key second layer of support. This role sits between our front-line Helpdesk Coordinator and our senior technicians - you'll be the technician our first responders lean on when an issue needs more than a quick fix, and the person our clients trust to follow through until it's resolved.

You'll work primarily from our office, with rotating responsibility for second-layer ticket coverage alongside our existing technical team. This is a hands-on, client-facing role for someone who's outgrown pure Tier 1 work and wants to build toward a senior technical or specialized track (network engineering, cybersecurity) over time.

What You'll Do

• Serve as second-layer support for tickets escalated from our Helpdesk Coordinator, as well as tickets you pick up directly in the system - assigned to you or not.
• Own ticket resolution from triage through close: diagnose the issue, determine the right resolution path, and communicate clearly with the client about what happens next before you end the call.
• Resolve issues remotely on first contact whenever possible (password resets, configuration issues, account access, etc.), and escalate to the right teammate when it requires more depth - confirming who's following up and when, so the client always knows what to expect.
• Keep clients proactively updated on open or pending tickets through our ticketing system or by phone - our standard is that clients never have to reach out asking for a status update.
• Participate in our Layer 2 support rotation, providing office-based coverage and jumping in to support teammates during peak periods.
• Identify opportunities to bring proactive, consultative recommendations to clients - not just fixing what's broken, but flagging what's coming.
• Contribute frontline insights back to the team on recurring issues, client needs, and potential service or security gaps.
• Support our growing cybersecurity service line by flagging risk areas during regular client interactions.

Do you have experience in Windows?, * 2+ years of hands-on IT support experience, ideally in an MSP or multi-client environment.

• Strong working knowledge of Windows desktop/server environments, Microsoft 365, networking fundamentals, and common business applications.
• Comfort triaging and resolving a wide range of issues independently, with good judgment about when to escalate.
• Clear, friendly communication - you can explain technical issues to non-technical people without making them feel talked down to.
• A genuine sense of ownership: you don't consider a ticket done until the client knows it's done.
• Willingness to pitch in outside your specific lane - at Paradigm, no one operates in a single lane.
• Reliable availability for on-site work in Altamonte Springs

Nice to Have

• CompTIA A+, Network+, or Security+ certification (or actively pursuing one).
• Prior experience with a ticketing system and documenting client interactions.
• Interest in growing toward a specialized track - network engineering, cybersecurity/CMMC, or senior technical support.

We're not the biggest MSP in Central Florida, and we don't want to be the most transactional one either. Our clients stay with us month-to-month because of the relationships our team builds and the trust we earn one ticket at a time. If you want to be somewhere your technical growth is genuinely invested in - and where being good with people matters as much as being good with computers - we'd love to talk.

Paradigm IT Group is a Central Florida-based IT managed services, consulting, and staffing company built on a people-first philosophy. We operate on month-to-month service agreements, which means every client relationship is earned through consistent, responsive, high-quality support - not locked in by a contract. Our team culture is built around our core values: People, Technology, Innovation, Accountability, and Trust.