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Tier III Helpdesk Lead

Addison Group -
Washington, DC

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Job Details

$70,000 - $90,000 a year
6 days ago

Benefits

Health insurance
Dental insurance
401(k)
Vision insurance

Qualifications

Public Cloud
Incident Escalation
Cloud service support
Escalation handling

Full Job Description

Position Title: Tier III Helpdesk Lead

Location: Washington, DC (hybrid)

Assignment Type: Direct Hire

Salary Range: $70K - $90K

Work Schedule: Monday – Friday (3 Days on Site)

Benefits: This position may be eligible for medical, dental, vision, and 401(k).

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.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

IND 005-009

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Refine Your Search

Helpdesk Manager jobs

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