Tier III Helpdesk Lead

Job Title: Tier III Helpdesk Lead

Location: National Harbor, MD (Hybrid)

Type: Full Time

Compensation: $70,000 to $90,000 DOE Annually

Please note: applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Are you the person your team tags when all else fails – the one who actually enjoys untangling the gnarliest tech problems? If diving deep into a mystery incident, building slick Service Now automations, and being the last line of defense sounds like your idea of a great day, we want to hear from you. This isn’t your average helpdesk role – Tier III is where the real puzzle‑solving happens, and we're looking for someone who thrives under pressure, thinks outside the ticket, and isn't afraid to break (and fix) things in the name of progress.

• 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 , 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 Power Shell, 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.

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

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

• Learn and deploy modern technologies.
• Perform as a self‑starter and manage your own time.
• Analyze and solve tough technical problems by leveraging leading‑edge technologies.
• Demonstrate expertise through a consultative and collaborative approach to engineering.
• Join monthly company outings and quarterly local service projects.
• Eat lunch as a team every Friday and have your hand at conquering our reigning ping‑pong champions.

Salary: $70,000 - $90,000 a year

Cloudforce is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age, or genetic information.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.