Tier III Helpdesk Lead

Job Description

Job Description

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 ServiceNow 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 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. 

• 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. 

• 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 your 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. 

This description highlights the core duties of the position; however, responsibilities may evolve as needs change and opportunities arise.

About Us:

Cloudforce is a spirited team defined by the shared values of excellence, growth, teamwork, passion, giving back, and glee. As technophiles, we thrive on the latest developments in our chosen field of expertise: cloud computing. As humans, we are driven by the opportunities to make life better through the thoughtful application of technology. At Cloudforce, these two pursuits combine to form an effective, human-centered approach for making cloud solutions accessible for businesses, app developers, and entrepreneurs, alike.

We offer our employees unique opportunities to learn, grow, and be part of a team that believes in more than just typical nine-to-five activities. We’ve built a culture around openness, inclusiveness, giving back to the community, team-building, and growth. Whether it be through monthly team outings, annual trips, or our frequent charitable activities, we’re serious about making each team member feel like they’re part of our team.

Cloudforce offers everything you’d expect in the perfect technology job…

• Outstanding opportunities to learn, grow, and expand your network. 
• Excellent compensation, benefits, and generous incentives. 
• Complimentary snacks to keep you focused. 
• Super cutting-edge technology. 
• State-of-the-art workspace. 
• Community involvement. 
• Great team synergy.

But we also offer a few irresistible extras:

• Friday lunch and shenanigans... on us! 
• Incentive program for investing in your growth. 
• 401K savings plan and education reimbursement. 
• 24/7 access to a modern gym with Tonal and Peloton. 
• Free monthly garage parking with direct private access to the office. 
• Brand-new, sun-filled National Harbor offices with scenic views of the Potomac, surrounded by shops, restaurants, and more. 

P.S.... Wondering about our other essential benefits? Here’s a brief snapshot:

• 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 to cover additional observed holidays or for use as extra PTO. 
• And more! Check out our careers page for more details: 

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.