Tier III Helpdesk Lead

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

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.