Tier III Helpdesk Lead

Role Overview

Cloudforce is hiring a Tier III Helpdesk Lead in National Harbor, Maryland, for a full-time hybrid position. This role sits at the point where escalated technical issues are resolved, with a focus on advanced troubleshooting, incident leadership, automation, and continuous improvement. Compensation is estimated at $70,000 to $90,000 per year, depending on experience.

Candidates must be legally authorized to work for any employer in the United States, as visa sponsorship and sponsorship transfers are not available.

The position is suited to someone who enjoys solving difficult technology problems, digging into root causes, improving systems through automation, and acting as the final escalation resource when standard support paths are exhausted.

Key Duties

• Take ownership of the most complex support tickets after Tier I and Tier II teams have exhausted their efforts, and drive them through closure.
• Investigate and fix advanced issues across hardware, software, networking, and infrastructure, while keeping thorough records of actions taken and outcomes.
• Lead root cause analysis for serious incidents and outages, prepare post-incident reviews, and connect problem records to known errors and CMDB information.
• Support and troubleshoot enterprise technologies, including servers, virtualization tools, cloud systems, Entra ID, and core network components.
• Handle security-related incidents and help enforce patching, vulnerability remediation, and compliance requirements.
• Produce and maintain technical documents that support the team and the wider organization.
• Build automated fixes and workflows using scripting tools such as PowerShell, Python, or Bash to reduce repetitive work and improve reliability.
• Use reporting and dashboard data to spot ticket patterns, recurring issues, and opportunities for proactive problem management.
• Work with vendors and third-party software providers to resolve defects and serve as a technical bridge between IT and business teams during incidents or projects.
• Write and keep current knowledge base content, runbooks, and standard operating procedures.
• Coach, mentor, and train Tier 1 and Tier 2 support staff to help lower escalation volume.

Required Background

• At least 3 years of IT support experience, including exposure to advanced troubleshooting or escalation work.
• Practical experience with Microsoft Azure technologies such as M365, Intune, or Entra ID.
• Working familiarity with IT service management platforms.
• Some hands-on scripting or automation experience using PowerShell, Python, or Bash.
• Clear communication skills and the ability to stay calm and effective in high-pressure situations.

Preferred Experience

• Microsoft certification exposure such as AZ-900, AZ-104, and Microsoft 365 certifications.
• ITIL certification.
• Experience supporting Microsoft 365, Intune, or cloud-based environments.

What You’ll Enjoy

• Opportunities to learn, grow, and expand your professional network.
• Competitive compensation, benefits, and strong incentive programs.
• Complimentary snacks and access to modern technology and a contemporary workspace.
• Community involvement and a team-oriented environment.
• Friday team lunch, monthly company outings, and quarterly local service projects.
• Access to a gym with Tonal and Peloton equipment.
• Free monthly garage parking with private office access.
• Brand-new National Harbor offices with views of the Potomac and nearby shops and restaurants.
• Medical, dental, life, and short-term disability insurance at 100% employer-paid for employees and 50% covered for dependents.
• Paid parental leave, including adoption and foster care placement.
• PTO starting at 15 days in the first two years, 20 days in years 2 through 4, and 25 days afterward, plus opportunities to earn additional PTO through incentives.
• 9 company holidays and 2 floating holidays for additional observances or extra time off.
• Additional benefits and details may be available through the company careers page.

Additional Information

Cloudforce describes its culture as collaborative, growth-oriented, inclusive, and community-minded. The company emphasizes teamwork, openness, giving back, and creating a supportive environment where employees can build their careers while working with modern cloud technologies.

The company also notes that the scope of responsibilities may change over time as business needs evolve.

Cloudforce is an equal opportunity and affirmative action employer. All qualified applicants will be considered without regard to disability, protected veteran status, race, color, religion, national origin, citizenship, marital status, sex, sexual orientation or gender identity, age, or genetic information. Reasonable accommodations may be provided for individuals with disabilities under the Americans with Disabilities Act.

The company may use AI tools to help with parts of the hiring workflow, such as application review, resume analysis, and response screening. These tools support the recruiting team but do not replace human decision-making.