Lead Helpdesk Technician

Job description

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 criti...