Lead Helpdesk Technician

Job Title: Helpdesk Technician III  Location: National Harbor, MD (Hybrid)  Type: Full Time  Compensation: $60,000 to $80,000 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.  

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. 

Qualifications:

• 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. 

Preferred Skills and Experience:

• Microsoft Azure (AZ-900, AZ-104) and Microsoft 365 certifications. 

• ITIL certification. 

• Experience with Microsoft 365, Intune, or cloud environments. 

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