Helpdesk Technician

Position Title:

Helpdesk Technician Position

Description:

Protingent Staffing has an exciting contract Helpdesk Technician opportunity.

• Serve as an escalation point for all technical support issues that require advanced troubleshooting or in-depth knowledge.
• Analyze, diagnose, and resolve complex hardware, software, and application problems.
• Perform root-cause analysis and document findings, ensuring long-term solutions rather than temporary fixes.
• Collaborate with system administrators and network engineers to troubleshoot infrastructure-level issues.
• Create and maintain detailed technical documentation, knowledge articles, and runbooks for Tier 1-2 staff.
• Implement and refine help desk processes, automation, and best practices.
• Support deployment of new technologies, system upgrades, and environment changes.
• Participate in incident response, including major incident management and post-incident reviews.
• Assist in monitoring system performance and proactively identifying issues.
• Provide mentorship and technical guidance to Tier 1 and Tier 2 technicians.
• Maintain high standards of security, including adherence to company policies, patching procedures, and change management.
• Interface with vendors to resolve advanced hardware and software issues.

• 7+ years of experience in IT support, system administration, or related technical role, minimum of 2 years at tier 3.
• Expert-level knowledge of Windows.
• MacOS environments a plus.
• Strong proficiency with networking fundamentals (DNS, DHCP, VPN, VLANs, firewalls).
• Experience with server technologies such as Active Directory, Group Policy, Exchange, M365/Azure AD, virtualization (VDI).
• Demonstrated ability to troubleshoot complex issues across multiple layers (hardware, OS, applications, network).
• Familiarity with ITSM platforms (Service Now, Jira Service Management, etc.).
• Strong understanding of cybersecurity best practices and secure configurations.
• Excellent communication and documentation skills.
• Understanding and utilizing AI (Co-pilot, Claude, ChatGPT, etc.)
• Strong communication skills are desired.
• Customer-focused attitude with excellent interpersonal skills.
• Ability to work under pressure and manage multiple high-priority issues.
• Collaborative mindset with a focus on knowledge sharing.
• The service provider will possess a high degree of trust and integrity, communicate openly and display respect, and a desire to foster teamwork.

• Industry certifications such as CompTIA Network+, Security+, ITIL foundation, CCNA, or bachelor's degree in information technology related field.
• Experience with scripting or automation (Power Shell, Python).
• Familiarity with cloud platforms such as Azure.

Travel Required:

0-5%.

• Job Type: Contract
• Pay Rate Range: $32-$46/hr (Pay rates are approved based on candidate location, education and experience)
• Location:
  
  Bellevue, WA.
• Export control regulations require candidates to be a U.S. Citizen, U.S. Legal Permanent Resident, or of a protected person status

• competitive salaries
• insurance plan options (HDHP plan or POS plan)
• education/certification reimbursement
• pre-tax commuter benefits
• Paid Time Off (PTO)
• an administered 401k plan

Protingent is an Award-Winning provider of top-tier Engineering and IT talent, trusted by companies at the forefront of innovation - from Software and Aerospace to AI, Clean Tech, Medical Devices, and Connected Technologies. We're passionate about making a positive impact by connecting exceptional talent with meaningful opportunities and helping our clients build the future. #Terra Pro