Tier 2 IT Support & Automation Engineer

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

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.