Help Desk Specialist III

MSM Technology, LLC is seeking a Help Desk Specialist III to join an onsite team in Seattle, WA and deliver advanced technical support across the enterprise IT environment. This role acts as an escalation point for complex endpoint issues, helping keep end users and business systems running while managing service delivery through ServiceNow.

In this position, you will support endpoint devices, Windows operating systems, and enterprise applications, handling ServiceNow incidents and service requests while contributing to imaging, lifecycle management, patching, and documentation practices.

What you’ll do

• Provide advanced 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 guide complex troubleshooting efforts.
• Document troubleshooting steps and resolutions in ServiceNow.
• Support knowledge management efforts, including SOPs, troubleshooting guides, and technical documentation.

What you bring

• 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 delivering advanced end user technical support in an enterprise environment.

Technical skills and tools

• Strong troubleshooting experience with Windows operating systems and enterprise workstation environments.
• Experience supporting endpoint lifecycle management, including deployment, refresh, imaging, and configuration.
• Familiarity with enterprise 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.

Technologies

• ServiceNow
• PowerShell
• Windows operating systems
• ITIL

Preferred background

• Experience supporting enterprise environments or government IT systems.
• Familiarity with ITIL or similar service management frameworks.

Location: Seattle, WA (onsite)
Salary: USD 55,000 - 65,000 per year
Minimum experience: 3 years