Tier 2 IT Support Engineer: Microsoft 365 & Automation

Concept-Plus; Fairfax (VA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid time off

11 paid holidays

Performance bonuses

Tuition reimbursement

Unlimited training

Job summary

Concept Plus is seeking a Tier 2 Help Desk Engineer to provide high-level IT support for 300+ users and optimize IT operations in a federal contractor environment. The role emphasizes strong Microsoft 365 administration, documentation, and cross-team collaboration.

You will own Tier 2 issues, assist Tier 1 during spikes, and work with Tier 3 engineers on complex incidents, while enforcing security and compliance standards such as CMMC/NIST.

Qualifications

• 3-5 years of IT help desk / technical support experience (Tier 2 minimum).
• Solid experience administering Microsoft 365, SharePoint Online, Teams, and OneDrive for Business.
• Hands-on experience with Jira Service Management (JSM) or similar enterprise ticketing systems.
• Strong documentation, root-cause analysis, and interpersonal communication.

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.
• Review ticket quality with Tier 1 staff, provide hands-on technical guidance, enforce consistent support workflows, and foster a team culture oriented around fast, quality resolution and 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, API connectors).
• 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 SLAs, and run analytics to identify root causes and systemic trends.
• Champion 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 align with federal contractor requirements (e.g., least-privilege access, CMMC/NIST).

Skills

Microsoft 365

SharePoint Online

Teams

OneDrive for Business

Jira Service Management

Documentation & SOPs

Root cause analysis

Collaborative communication

Tools

Jira Service Management

Job description

Concept Plus is seeking a Tier 2 Help Desk Engineer to provide high-level IT support for 300+ users and optimize IT operations in a federal contractor environment. The role emphasizes strong Microsoft 365 administration, documentation, and cross-team collaboration.

You will own Tier 2 issues, assist Tier 1 during spikes, and work with Tier 3 engineers on complex incidents, while enforcing security and compliance standards such as CMMC/NIST.