Senior Tier III Helpdesk Lead | Hybrid DC

Addison Group; Washington (District of Columbia); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Addison Group in Washington, DC is seeking a Tier III Helpdesk Lead for a hybrid on-site role. You will serve as the final escalation point, own tickets to resolution, and mentor Tier 1/2 staff.

The role requires 3+ years IT support, hands-on Azure and ITSM experience, scripting skills, and strong communication. You will lead RCA, manage enterprise systems, and develop automation with PowerShell, Python, or Bash.

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.

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.

Skills

Advanced troubleshooting

Microsoft Azure

ITSM usage

Scripting (PowerShell/Python/Bash)

Tools

PowerShell

Python

Bash

Entra ID

Job description

Addison Group in Washington, DC is seeking a Tier III Helpdesk Lead for a hybrid on-site role. You will serve as the final escalation point, own tickets to resolution, and mentor Tier 1/2 staff.

The role requires 3+ years IT support, hands-on Azure and ITSM experience, scripting skills, and strong communication. You will lead RCA, manage enterprise systems, and develop automation with PowerShell, Python, or Bash.