Help Desk Specialist III

• 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 (such as 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

Technical Skills:

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

• CompTIA A+, CompTIA N+, Security+, or other relevant IT certification
• 3-5 years of IT support experience, including advanced help desk or endpoint support
• Experience providing advanced end user technical support in an enterprise environment

Preferred Skills:

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