Senior Help Desk Specialist: Advanced Endpoint & Automation

MSM Tech Inc.; Seattle (WA); On-site; USD 60,000 - 75,000; Full time

Job summary

MSM Tech Inc. in Seattle is seeking an experienced Help Desk Specialist to provide advanced IT support for enterprise users. You will handle complex endpoint issues, manage incidents in ServiceNow, and assist with system imaging, deployment, and lifecycle management.

The role requires 3–5 years of enterprise IT experience, Windows expertise, and relevant certifications such as CompTIA A+/N+/Security+. You will mentor junior staff and contribute to knowledge base improvements while ensuring high

Qualifications

• 3–5 years of IT support experience in an enterprise environment.
• Experience providing advanced end user technical support.
• Experience with Windows operating systems and enterprise workstation environments.
• Familiarity with ITIL or similar service management frameworks is a plus.

Responsibilities

• Providing technical troubleshooting and escalation support for complex endpoint issues.
• Monitoring ServiceNow queues and responding to advanced incidents and service requests.
• Performing laptop imaging, configuration, refresh, and hardware replacement activities.
• Supporting endpoint lifecycle management including device preparation, deployment, and wipe processes.
• Troubleshooting hardware, software, authentication, and operating system issues.
• Supporting vulnerability remediation and system patching activities.
• Utilizing scripting and automation tools (PowerShell) to improve operational efficiency.
• Mentoring junior help desk technicians and providing guidance on complex troubleshooting.
• Documenting troubleshooting steps and resolutions within ServiceNow.
• Supporting knowledge management efforts including SOPs, troubleshooting guides, and technical documentation.

Skills

Advanced end user support

Troubleshooting

Communication

Education

CompTIA A+, CompTIA N+, Security+ or equivalent

Tools

ServiceNow

PowerShell

Endpoint management tools

Job description

MSM Tech Inc. in Seattle is seeking an experienced Help Desk Specialist to provide advanced IT support for enterprise users. You will handle complex endpoint issues, manage incidents in ServiceNow, and assist with system imaging, deployment, and lifecycle management.

The role requires 3–5 years of enterprise IT experience, Windows expertise, and relevant certifications such as CompTIA A+/N+/Security+. You will mentor junior staff and contribute to knowledge base improvements while ensuring high