Help Desk Technician II

About Paradigm IT Group 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. The Role 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 escalade 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. What You Bring 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 elevate. 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. Pay: $40,000.00 - $47,000.00 per year Work Location: In person #J-18808-Ljbffr Socket.dev