Tier III Helpdesk Lead

Cloudforce•National Harbor, MD

13h•Hybrid

About The Position

Serve as the final escalation point for complex technical issues unresolved by Tier I and Tier II, owning tickets through to resolution within our ticketing system. Diagnose and resolve advanced hardware, software, network, and infrastructure issues, documenting all findings and resolutions. Lead root cause analysis (RCA) for critical incidents and outages, completing post-mortems and linking problem records to known error articles in the CMDB. Administer and troubleshoot enterprise systems including servers, virtualization platforms, cloud environments, Entra ID, and core network infrastructure. Investigate and respond to security incidents, enforcing patch management, vulnerability remediation, and compliance policies. Create and maintain technical documentation. Develop and deploy automated solutions using PowerShell, Python, or Bash to eliminate repetitive tasks, accelerate remediation, and improve system reliability. Leverage platform reporting and dashboards to identify ticket trends, recurring incidents, and opportunities for proactive problem management. Engage vendors and third-party publishers to resolve product defects and act as a technical liaison between IT and business stakeholders during major incidents or projects. Author and maintain knowledge base articles, runbooks, and SOPs. Manage, mentor and train Tier 1/2 staff to reduce escalation volume.

Requirements

3+ years of IT support experience with exposure to advanced troubleshooting or escalation.
Hands-on experience with Microsoft Azure (M365, Intune, Entra ID, or similar).
Working knowledge of ITSM platforms.
Some scripting or automation experience (PowerShell, Python, or Bash).
A strong communicator who stays composed under pressure.

Nice To Haves

Microsoft Azure (AZ-900, AZ-104) and Microsoft 365 certifications.
ITIL certification.
Experience with Microsoft 365, Intune, or cloud environments.

Responsibilities

Serve as the final escalation point for complex technical issues unresolved by Tier I and Tier II, owning tickets through to resolution within our ticketing system.
Diagnose and resolve advanced hardware, software, network, and infrastructure issues, documenting all findings and resolutions.
Lead root cause analysis (RCA) for critical incidents and outages, completing post-mortems and linking problem records to known error articles in the CMDB.
Administer and troubleshoot enterprise systems including servers, virtualization platforms, cloud environments, Entra ID, and core network infrastructure.
Investigate and respond to security incidents, enforcing patch management, vulnerability remediation, and compliance policies.
Create and maintain technical documentation.
Develop and deploy automated solutions using PowerShell, Python, or Bash to eliminate repetitive tasks, accelerate remediation, and improve system reliability.
Leverage platform reporting and dashboards to identify ticket trends, recurring incidents, and opportunities for proactive problem management.
Engage vendors and third-party publishers to resolve product defects and act as a technical liaison between IT and business stakeholders during major incidents or projects.
Author and maintain knowledge base articles, runbooks, and SOPs.
Manage, mentor and train Tier 1/2 staff to reduce escalation volume.

Benefits

Monthly company outings
Quarterly local service projects
Friday lunch
Incentive program for investing in your growth
401K savings plan
Education reimbursement
24/7 access to a modern gym with Tonal and Peloton
Free monthly garage parking with direct private access to the office
Medical, dental, life, and short-term disability insurance covered at 100% of the premium for employees and 50% for dependents.
Paid parental leave, including adoption and foster care placement.
PTO starting at 15 days during your first two years of employment, 20 days in years 2 through 4, and 25 days thereafter (+ incentives opportunities to earn more PTO!).
9 company-observed holidays + 2 more floating holidays