Help Desk / Desktop Support Technician – Level III

Plateau Software Inc is seeking a Help Desk / Desktop Support Level III Technician to support a U.S. Government client in the Seattle, Washington area. In this role, you will act as an escalation resource for advanced technical incidents, combining thorough troubleshooting with accurate documentation and end-user support in a regulated environment.

Role Responsibilities

• Provide advanced IT support to end users covering hardware, software, and system-related issues
• Act as escalation support for complex technical incidents raised from Tier I and Tier II teams
• Identify, research, diagnose, and resolve challenging technical problems requiring in-depth analysis
• Handle telephone, email, and in-person support requests with professionalism and a strong customer-service focus
• Document, track, and monitor incidents and service requests to support timely resolution and service-level expectations
• Maintain accurate, thorough ticket documentation, including root cause analysis and resolution steps
• Support development, maintenance, and ongoing improvement of SOPs, FAQs, user training materials, and related technical documentation
• Share technical knowledge with Tier I and Tier II staff to strengthen 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
• 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
• 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

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

Tools & Technologies

• ITIL
• ISO
• CompTIA A+
• CompTIA Security+

Location & Work Setting

Seattle, WA (onsite)