Tier 2 IT Help Desk Engineer – Microsoft 365 & Security

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

Benefits offered by this job

Competitive pay

Comprehensive health insurance

Paid life insurance

Paid time off

11 paid holidays

Performance bonuses

Tuition reimbursement

Unlimited training

Collaborative environment

Job summary

Concept Plus is seeking a Tier 2 Help Desk Engineer to support 300+ users and optimize IT operations. You will back Tier 1 during spikes, own Tier 2 issues through to resolution, and collaborate with Tier 3 on advanced incidents.

You will document workflows, enforce SLAs, and help improve processes while ensuring alignment with security and compliance standards for federal contracting.

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.

Responsibilities

• 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).

Skills

Documentation

Root cause analysis

Interpersonal skills

Customer support

Tools

Jira Service Management

Microsoft 365

SharePoint Online

Teams

OneDrive for Business

Job description

Concept Plus is seeking a Tier 2 Help Desk Engineer to support 300+ users and optimize IT operations. You will back Tier 1 during spikes, own Tier 2 issues through to resolution, and collaborate with Tier 3 on advanced incidents.

You will document workflows, enforce SLAs, and help improve processes while ensuring alignment with security and compliance standards for federal contracting.