Help Desk Specialist III

Job Type Full-time Description The Help Desk Specialist provides technical support to users and serves as an escalation point for complex issues that cannot be resolved at the Tier I or Tier II level. This role supports endpoint devices, operating systems, and enterprise applications while ensuring timely issue resolution and high levels of customer satisfaction. The position requires strong troubleshooting skills, experience working within enterprise IT environments, and the ability to support both day-to-day user issues and larger operational initiatives. Key Responsibilities Include Providing technical troubleshooting and escalation support for complex endpoint issuesMonitoring ServiceNow queues and responding to advanced incidents and service requestsPerforming laptop imaging, configuration, refresh, and hardware replacement activitiesSupporting endpoint lifecycle management including device preparation, deployment, and wipe processesTroubleshooting hardware, software, authentication, and operating system issuesSupporting vulnerability remediation and system patching activitiesUtilizing scripting and automation tools (such as PowerShell) to improve operational efficiencyMentoring junior help desk technicians and providing guidance on complex troubleshootingDocumenting troubleshooting steps and resolutions within ServiceNowSupporting knowledge management efforts including SOPs, troubleshooting guides, and technical documentation Technical Skills Strong experience troubleshooting Windows operating systems and enterprise workstation environmentsExperience supporting endpoint lifecycle management (deployment, refresh, imaging, and configuration)Familiarity with enterprise IT service management tools such as ServiceNowExperience troubleshooting hardware, software, authentication, and system access issuesExperience supporting patch management and vulnerability remediationFamiliarity with remote support tools and endpoint management platformsAbility to diagnose complex issues and determine appropriate escalation paths Requirements Required Skills: CompTIA A+, CompTIA N+, Security+, or other relevant IT certification3–5 years of IT support experience, including advanced help desk or endpoint supportExperience providing advanced end user technical support in an enterprise environment Preferred Skills Experience supporting enterprise environments or government IT systemsFamiliarity with ITIL or similar service management frameworks Salary Description $55,000 - $65,000