Helpdesk Technician I

Job Title: Helpdesk Technician I  Location: National Harbor, MD  Type: Full Time  Compensation: $50,000 Annually, subject to experience – plus a performance bonus of up to 15% of annual salary, paid in quarterly increments 

Are you someone who enjoys helping people solve everyday technical issues and keeping work moving smoothly? Do you take pride in resolving tickets, setting up equipment, and being a reliable first point of contact when technology doesn’t work as expected? Tier I Helpdesk is where strong fundamentals, customer service, and troubleshooting skills come together. We’re looking for someone who is eager to learn, follows best practices, and enjoys supporting users in a fast-paced environment.

Responsibilities Serve as the first point of contact for IT support requests across tickets, phone, chat, and email.

Troubleshoot and resolve common end-user issues, including peripheral devices, monitor and docking station setup, and password or account access issues.

Basic operating system and application support.

Log, track, prioritize, and update support tickets according to established SLAs.

Provide clear, professional communication to users regarding issue status and resolution steps.

Escalate unresolved or complex issues to Tier 2 or Tier 3 support with thorough documentation.

Assist with user onboarding and offboarding tasks as assigned.

Maintain accurate documentation and follow standard operating procedures.

Support a positive end-user experience and uphold company IT policies.

Utilize ticketing and service management systems and endpoint management tools.

Support collaboration and productivity platforms and perform basic identity and access tasks.

Qualifications 0–2 years of experience in a help desk, technical support, or customer-facing role.

Basic knowledge of Windows and/or macOS environments, Microsoft 365.

Hands-on experience with common hardware and peripherals.

Familiarity with ticketing systems, endpoint or identity tools, and the ability to follow documented processes.

Strong customer service, communication, and time-management skills.

Preferred Skills and Experience Entry-level IT or Microsoft certifications (CompTIA ITF+, A+, AZ-900, or Microsoft 365 Fundamentals).

Associate degree, coursework, or hands-on experience in Information Technology or a related field.

Exposure to cloud-based, Microsoft 365, Linux or modern endpoint management environments.

About Us After 15 years building deep expertise as a professional services and consulting organization, Cloudforce is transitioning to a product-led company anchored by nebulaONE® — a secure, governed AI platform purpose-built for higher education and other highly regulated industries including state and local government and healthcare and life sciences. nebulaONE® runs entirely within the customer's Microsoft Azure tenant — so institutional data never leaves their environment, access is controlled through existing identity infrastructure, and every student, faculty member, staff role, and researcher gets a branded, governed AI experience from day one. No engineering team required. We are Microsoft's 2025 Education Partner of the Year, backed by Owl Ventures and M12 — Microsoft's venture fund. And we are just getting started.

Why Cloudforce?  We think the best work happens when people feel genuinely taken care of — so we've built a benefits package that reflects that. 

The Essentials Medical, dental, life, and short-term disability insurance covered at 100% of the premium for employees and 50% for dependents