Help Desk / Desktop Support Technician – Level III

Plateau Software•Seattle, WA

11d•Onsite

About The Position

Plateau Group is seeking a Help Desk / Desktop Support Level III Technician to support a U.S. Government client in the Seattle, Washington area. This role serves as an escalation point for complex technical issues elevated from Tier I and Tier II support, requiring advanced troubleshooting skills, strong documentation practices, and a commitment to high-quality end-user support within a regulated government environment.

Requirements

4–6 years of relevant experience in Help Desk, Desktop Support, or IT Support roles
Associate’s Degree (AA) in Information Technology or a related field, or equivalent hands-on experience
Strong understanding of ITIL and ISO-aligned service management best practices
Demonstrated experience resolving complex or escalated technical issues
Excellent verbal and written communication skills
Ability to work independently and mentor junior support staff
Ability to obtain and maintain any required government security clearance

Nice To Haves

CompTIA A+, Security+, or similar IT certification (preferred but not required)
Experience supporting government, public sector, or highly regulated environments
Familiarity with enterprise ticketing systems and service management tools

Responsibilities

Provide advanced IT support to end users across a wide range of hardware, software, and system-related issues
Serve as escalation support for complex technical incidents elevated from Tier I and Tier II teams
Identify, research, diagnose, and resolve challenging technical problems requiring in-depth analysis
Respond to telephone calls, emails, and in-person support requests with professionalism and a strong customer-service focus
Document, track, and monitor incidents and service requests to ensure timely resolution and compliance with service-level expectations
Ensure accurate and thorough ticket documentation, including root cause analysis and resolution steps
Support the creation, maintenance, and continuous improvement of SOPs, FAQs, user training materials, and other technical documentation
Share technical knowledge with Tier I and Tier II staff to improve overall service delivery and reduce repeat incidents
Apply standard IT concepts, practices, and procedures, including ITIL and ISO best practices
Comply with government client security requirements, policies, and operational standards
Perform other duties as assigned in support of contract deliverables