Help Desk Specialist III
MSM Technology, LLC•Seattle, WA
•$55,000 - $65,000
About The Position
The Help Desk Specialist provides technical support to users and serves as an escalation point for complex issues that cannot be resolved at the Tier I or Tier II level. The role supports endpoint devices, operating systems, and enterprise applications while ensuring timely issue resolution and high levels of customer satisfaction. It requires strong troubleshooting skills, experience working within enterprise IT environments, and the ability to support both day-to-day user issues and larger operational initiatives.
Requirements
- CompTIA A+, CompTIA N+, Security+, or another relevant IT certification.
- 3–5 years of IT support experience, including advanced help desk or endpoint support.
- Experience providing advanced end-user technical support in an enterprise environment.
- Strong experience troubleshooting Windows operating systems and enterprise workstation environments.
- Experience supporting endpoint lifecycle management, including deployment, refresh, imaging, and configuration.
- Familiarity with enterprise IT service management tools such as ServiceNow.
- Experience troubleshooting hardware, software, authentication, and system access issues.
- Experience supporting patch management and vulnerability remediation.
- Familiarity with remote support tools and endpoint management platforms.
- Ability to diagnose complex issues and determine appropriate escalation paths.
Nice To Haves
- Experience supporting enterprise environments or government IT systems.
- Familiarity with ITIL or similar service management frameworks.
Responsibilities
- Provide technical troubleshooting and escalation support for complex endpoint issues.
- Monitor ServiceNow queues and respond to advanced incidents and service requests.
- Perform laptop imaging, configuration, refresh, and hardware replacement activities.
- Support endpoint lifecycle management, including device preparation, deployment, and wipe processes.
- Troubleshoot hardware, software, authentication, and operating system issues.
- Support vulnerability remediation and system patching activities.
- Use scripting and automation tools, such as PowerShell, to improve operational efficiency.
- Mentor junior help desk technicians and provide guidance on complex troubleshooting.
- Document troubleshooting steps and resolutions within ServiceNow.
- Support knowledge management efforts, including SOPs, troubleshooting guides, and technical documentation.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
