Help Desk / Desktop Support Technician - Level II

Description

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

2-4 years of experience in a Help Desk, Desktop Support, or IT Support role

Associate's 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 hrteam@plateauinc.com

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

Salary Description

$47,000 - $53,000