Help Desk / Desktop Support Technician – Level III

Plateau Software Inc; Seattle (WA); On-site; USD 75,000 - 110,000; Full time

Job summary

Plateau Group is seeking an experienced Help Desk / Desktop Support Level III Technician to support a U.S. Government client in the Seattle area.

You will act as an escalation point for complex issues, applying ITIL and ISO-aligned practices to ensure high-quality end-user support in a regulated environment. Responsibilities include diagnosing challenging problems, documenting incidents, mentoring junior staff, and supporting the creation of training materials and SOPs.

Qualifications

• 4–6 years of relevant experience in Help Desk, Desktop Support, or IT Support roles
• AA in Information Technology or 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 government security clearance

Responsibilities

• Provide advanced IT support to end users across hardware, software, and system-related issues
• Serve as escalation support for complex incidents from Tier I and II teams
• Identify, research, diagnose, and resolve challenging technical problems requiring in-depth analysis
• Document, track, and monitor incidents and service requests to ensure timely resolution
• Ensure thorough ticket documentation including root-cause analysis and resolution steps
• Support creation and maintenance of SOPs, FAQs, and user training materials
• Share knowledge with Tier I and II to improve service delivery
• Comply with ITIL and ISO best practices and government security requirements
• Perform other duties as assigned

Skills

ITIL knowledge

Documentation

End-user support

Education

Associate degree in Information Technology

Tools

Ticketing system

Service management tools

Job description

Position Summary

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.

Key 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

Required Qualifications

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

Preferred Qualifications

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

Plateau is an equal opportunity/affirmative action employer; all qualified applicants will receive consideration for employment without regard to age, gender, gender identification, sex, sexual orientation, color, race, creed, national origin, religion, marital status, parental status, citizenship status, ancestry, physical or mental disability, genetic information, veteran status, military status, or any other classification protected by federal, state, or local laws.

Plateau is committed to providing access and reasonable accommodations for individuals with disabilities. If you require reasonable accommodation, please email the Plateau HR Department at [e-mail]

Equal employment opportunity, including veterans and individuals with disabilities.