Help Desk / Desktop Support Technician – Level III

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

Requirements

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 does not accept unsolicited resumes from third-party recruiters without a signed third-party agreement. Any unsolicited third-party resumes forwarded by recruiters to Plateau or to any of our managers or employees will be considered public information, may be treated as a direct application from the person identified in the resume, and will not be eligible for placement fee payment to the agency. 

EOE Statement: 

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 [email protected]