Help Desk Desktop Support Technician – Level II

Seattle, OR - USA

Monthly Salary: $ 47000 - 53000

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

Position Summary

Plateau Group is seeking a Help Desk / Desktop Support Level II Technician to support a government client in the Seattle Washington area. This role provides Tier II technical support to end users across a range of desktop laptop mobile and peripheral technologies. The ideal candidate will deliver high-quality customer service while troubleshooting resolving and documenting technical issues in accordance with established processes and escalation procedures.

Key Responsibilities

Provide Tier II technical support to end users for hardware software network and peripheral issues
Diagnose research and resolve complex technical problems escalated from Tier I support
Respond to telephone calls emails and in-person requests with professionalism and a strong customer-service mindset
Follow established escalation procedures to Tier III or specialized teams when issues require advanced troubleshooting
Document track and monitor incidents and service requests to ensure timely and accurate resolution
Maintain detailed records within the ticketing system including troubleshooting steps and final resolution
Support the development and maintenance of Standard Operating Procedures (SOPs) FAQs user guides and other technical documentation
Assist with user training and knowledge-sharing initiatives to promote self-service and reduce recurring issues
Adhere to government client security policies IT standards and compliance requirements
Perform other duties as assigned in support of contract deliverables

Requirements

Required Qualifications

24 years of experience in a Help Desk Desktop Support or IT Support role

Associates Degree (AA) in Information Technology or a related field or equivalent relevant experience

Strong working knowledge of standard IT concepts practices and procedures

Experience supporting Windows-based operating systems and common productivity applications

Excellent written and verbal communication skills

Ability to work independently and collaboratively in a customer-facing environment

Ability to obtain and maintain any required government security clearances

Preferred Qualifications

CompTIA A Security or similar IT certification (preferred but not required)

Experience supporting government or regulated environments

Familiarity with IT service management tools and ticketing systems

Understanding of ITIL-based support processes

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

Plateau is a proud Equal Opportunity Employer! (M/F/Disability/Vets)

Salary Description

$47000 - $53000

Required Experience:

Position SummaryPlateau Group is seeking a Help Desk / Desktop Support Level II Technician to support a government client in the Seattle Washington area. This role provides Tier II technical support to end users across a range of desktop laptop mobile and peripheral technologies. The ideal candidate...