Help Desk / Desktop Support Technician - Level III

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., * 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

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