Helpdesk Technician I

Position Overview

Cloudforce is seeking a Helpdesk Technician I based in National Harbor, MD. This full-time role offers an annual salary of $50,000, with the potential for a performance bonus up to 15% paid quarterly. Ideal candidates are enthusiastic problem solvers with solid troubleshooting skills and a commitment to efficient customer support in a technology-driven environment.

Key Responsibilities

• Act as the initial contact for IT support through various channels including tickets, phone, chat, and email.
• Diagnose and resolve typical user issues involving peripherals, displays, docking stations, and password/account access.
• Provide fundamental assistance with operating systems and software applications.
• Accurately log, prioritize, and update support tickets in line with Service Level Agreements (SLAs).
• Communicate status and resolution clearly and professionally to users.
• Escalate complex or unresolved technical problems to higher-level support tiers with detailed documentation.
• Support onboarding and offboarding IT activities as required.
• Maintain comprehensive documentation and adhere to established operating procedures.
• Promote a positive user experience and comply with company IT policies.
• Utilize ticketing, service management, and endpoint administration tools effectively.
• Assist with collaboration platforms and manage basic identity and access tasks.

Qualifications

• Between zero and two years of relevant help desk, technical support, or customer service experience.
• Working knowledge of Windows and/or macOS, as well as Microsoft 365 tools.
• Proficient with common hardware and peripheral devices.
• Experience or familiarity with ticketing systems and endpoint/identity management technologies, and ability to follow documented workflows.
• Strong communication, customer service aptitude, and time management skills.

Preferred Experience

• Entry-level IT certifications such as CompTIA ITF+, A+, AZ-900, or Microsoft 365 Fundamentals.
• Associate degree, relevant coursework, or practical exposure in Information Technology or a related discipline.
• Background or familiarity with cloud technologies, Microsoft 365 environments, Linux systems, or contemporary endpoint management solutions.

About Cloudforce

Cloudforce has evolved from 15 years of consulting expertise into a product-focused company offering nebulaONE®, an AI platform designed for sectors including higher education, government, healthcare, and life sciences. This platform operates fully within the customer's Microsoft Azure environment to ensure data sovereignty and secure access via existing identity systems. Recognition includes Microsoft's 2025 Education Partner of the Year, supported by notable venture partners.

Benefits and Culture

• Fully covered medical, dental, life, and short-term disability insurance for employees, with partial coverage for dependents.
• Paid parental leave covering adoption and foster care scenarios.
• Progressive paid time off starting at 15 days and increasing to 25, plus additional incentive opportunities.
• Nine company holidays plus two floating holidays.
• 401K plan alongside educational reimbursement benefits.
• Weekly complimentary Friday lunches.
• Personalized career development plans with managerial support.
• 24/7 gym access including Tonal and Peloton equipment.
• Free parking with private office access in the National Harbor location featuring scenic views.
• Access to proprietary AI tools for professional and personal productivity.
• Modern workspace with snacks and up-to-date technology.
• A collaborative, community-oriented team atmosphere with genuine opportunities for career progression and idea contribution.

Additional Information

Applicants must be authorized to work for any U.S. employer; visa sponsorship is not available. Cloudforce is committed to equal opportunity employment and makes reasonable accommodations under ADA regulations. The use of artificial intelligence tools in recruitment assists but does not replace human decision-making. Job duties may evolve based on business needs.