Executive Collaboration 365 Tier-3 Engineer (FAA)

Concept-Solution; Washington (District of Columbia); On-site; USD 100,000 - 109,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) with matching

Job summary

Concept Solutions is seeking an experienced Microsoft 365 Tier 3 Support Engineer to join a FAA Infrastructure & Operations team in Washington, DC. You’ll provide white-glove support for executives and staff, resolving complex collaboration issues across Exchange Online, Teams, and Microsoft 365 apps.

You’ll leverage AI-enabled tools, automation, and PowerShell scripting to improve workflows and maintain high service availability for 60,000 FAA users and contractors.

Qualifications

• Bachelor’s degree in Business Management, Computer Science, or IT Management.
• 5+ years of experience in Configuration Management, Change Management, or a closely related IT discipline.
• Proven experience providing Tier 3 support to executive leadership.
• Experience delivering Tier 3 support in a large enterprise environment with at least 2,000 users.
• Advanced troubleshooting experience with Microsoft 365: Exchange Online, OWA, Teams, and 365 apps.
• Ability to own complex issues from investigation to resolution and coordinate escalations.
• Experience with Vendors, Microsoft, and FAA support teams; strong exec communication.
• Experience developing and maintaining PowerShell scripts and automation opportunities.
• Proficiency with ServiceNow reporting and governance familiarity.

Responsibilities

• Provide shift-based, white-glove Tier 3 support for FAA Executives and Executive support teams.
• Troubleshoot and resolve advanced issues involving Exchange Online, OWA, Teams, and 365 apps.
• Coordinate escalations with internal engineering teams, Microsoft, and FAA vendors.
• Provide ongoing Tier 3 support for executive and non-executive users.
• Create, review, update, and maintain SOPs, Work Instructions, KBAs, and Job Aids.
• Develop, maintain, and enhance PowerShell scripts and automation workflows.
• Identify opportunities to improve support workflows through automation.
• Document and present new issues and best practices to the support organization.
• Develop and maintain ServiceNow reports and participate in collaboration initiatives.

Skills

Executive communication

Customer service

Analytical troubleshooting

Time management

Team collaboration

Education

Bachelor's degree in IT Management, Computer Science, or Business Management

Tools

ServiceNow

MFCMAPI

PowerShell scripting

Power BI

Power Apps

Power Automate

Google Gemini

Google NotebookLM

Exchange Online

Outlook Web Access

Microsoft Teams

Microsoft 365 apps

Job description

Concept Solutions is seeking an experienced Microsoft 365 Tier 3 Support Engineer to join a FAA Infrastructure & Operations team in Washington, DC. You’ll provide white-glove support for executives and staff, resolving complex collaboration issues across Exchange Online, Teams, and Microsoft 365 apps.

You’ll leverage AI-enabled tools, automation, and PowerShell scripting to improve workflows and maintain high service availability for 60,000 FAA users and contractors.