IT Support Specialist

Concept Plus, LLC; Fairfax (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

Concept Plus, LLC is seeking an ambitious Tier 2 Help Desk Engineer to provide high-level support to 300+ users and help optimize IT operations. You will own Tier 2 issues, back Tier 1 during spikes, and engage Tier 3 for complex incidents.

You will document workflows, enforce security policies, and contribute to end-user self-service KBs while aligning with federal contractor requirements.

Qualifications

• 3–5 years IT help desk / technical support experience (Tier 2 minimum).
• Solid experience administering Microsoft 365, SharePoint online permissions, Teams, and OneDrive for Business.
• Hands-on experience with Jira Service Management (JSM) or similar enterprise ticketing systems.
• Deeply committed to thorough documentation, analytical root-cause investigation, and strong interpersonal skills.

Responsibilities

• Identify bottlenecks, automate tasks, and propose improvements to support IT growth.
• Own Tier 2 issues through full resolution and back Tier 1 during spikes.
• Review ticket quality with Tier 1, provide guidance, and enforce workflows.
• Diagnose and document integration issues between Microsoft 365 environments and 3rd‑party SaaS platforms.
• Perform admin tasks in Entra ID, SharePoint Online, Teams, and OneDrive for Business.
• Utilize Jira Service Management to triage requests, optimize queues, and analyze trends.
• Create SOPs and end-user KB articles to drive down ticket volume.
• Enforce IT policies and security standards across end-user endpoints in line with federal compliance.

Skills

Microsoft 365 administration

SharePoint permissions

Team collaboration

Root-cause analysis

JSM ticketing

Tools

Jira Service Management

Job description

About the role

Concept Plus is seeking an ambitious, detail-oriented Tier 2 Help Desk Engineer ready to take the next step in their career. In this role, you will provide high-level support to our 300+ users while helping optimize our IT operations.

What you’ll do

• Identify operational bottlenecks, automate repetitive tasks, and propose continuous improvements to prepare the IT department for ongoing company growth.
• Serve as the primary operational anchor for the help desk—backing Tier 1 during workload spikes, owning Tier 2 issues through full resolution, and engaging with Tier 3 engineers on advanced infrastructure incidents.
• Work closely with Tier 1 staff to review ticket quality, provide hands‑on technical guidance, enforce consistent support workflows, and foster a team culture oriented around fast, quality resolution, that centers on root cause analysis.
• Diagnose, resolve, and document integration issues between core Microsoft 365 environments and 3rd‑party SaaS platforms, enterprise line‑of‑business applications, and productivity tools (e.g., SSO/SAML auth, API connector syncs, add‑ins).
• Perform core administrative tasks in Entra ID (Azure AD), SharePoint Online, Teams, and OneDrive for Business, managing user accounts, permissions, security groups, and data retention rules.
• Utilize Jira Service Management (JSM) to triage incoming requests, optimize ticket queues, enforce strict SLAs, and run regular analytics to identify root causes and systemic trends.
• Championing internal documentation by creating clear SOPs for technical staff and maintaining end‑user self‑service KB articles to drive down ticket volume.
• Proactively identify workflow bottlenecks, recommend automation opportunities, and implement operational enhancements that strengthen the IT service desk for scalable company growth.
• Actively enforce corporate IT policies, acceptable use guidelines, and security standards across all end‑user endpoints and accounts to ensure full alignment with strict compliance frameworks required for federal contractors (e.g., least‑privilege access, CMMC/NIST standards, secure offboarding).

Required Qualifications

• 3–5 years of IT help desk / technical support experience (Tier 2 minimum).
• Solid experience administering Microsoft 365, SharePoint online permissions, Teams, and OneDrive for Business.
• Hands‑on experience with Jira Service Management (JSM) or similar enterprise ticketing systems.
• Deeply committed to thorough documentation, skilled in analytical root‑cause investigation, and equipped with the interpersonal strengths essential for future leadership roles.

Preferred Qualifications

• Experience working within a federal contractor or highly regulated environment (NIST, CMMC, ISO, HIPAA) is strongly preferred.

Concept Plus is an Equal Opportunity Employer. As such, we will give your application full consideration without regard to your race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other classification protected by federal, state, or local law.