SharePoint Online (SPO) & SharePoint SE Tier II Support Technician

The SPO & SharePoint SE Tier II Support Technician provides critical technical support, light administration, and troubleshooting for SharePoint Online (SPO) and SharePoint Subscription Edition (SE) environments. Designed for a motivated, well-rounded junior technician or developer eager to dig deep into legacy on-premises architecture and modern cloud environments, this role requires a tenacious problem solver who thrives in a solution-oriented, highly resourceful team culture—thoroughly investigating, researching, and testing all potential pathways to resolve issues independently before escalating to Tier III or engineering. This position seamlessly blends troubleshooting with light administrative and customer-facing support, offering a strong pathway for technical growth within the Microsoft 365 and Power Platform ecosystems.

Responsibilities:

Tier II Technical Support & Administration

• Diligently investigate, troubleshoot, and resolve Tier II issues related to SharePoint architecture, site collections, permissions, broken web parts, hardcoded links, lists/libraries, and access control.
• Demonstrate a rigorous, investigative approach by researching technical documentation, analyzing logs, and replicating problems in test environments before considering escalation to Tier III or IV.
• Perform essential, light administrative tasks such as processing site URL changes, managing user account configurations, and recovering deleted sites, lists, or content.
• Provide basic troubleshooting and assistance for customer Power Automate flows, Power Apps forms, and Power BI reports to resolve functional blockages and issues.
• Manage help desk ticket queues (e.g., ServiceNow, JIRA, Remedy) within established Service Level Agreements (SLAs), ensuring clear, detailed documentation of all troubleshooting steps taken.

Training & User Support

• Provide friendly, customer-focused guidance to site owners, content managers, and end-users on SharePoint governance, permissions best practices, and feature usage.
• Provide occasional Tier I basic support to redirect misrouted tickets and quickly resolve minor end-user errors.

Reporting & Documentation

• Maintain and update internal knowledge bases, technical guides, scripts, and Standard Operating Procedures (SOPs) to facilitate team knowledge sharing.
• Provide regular status updates on active tickets and assigned tasks, proactively highlighting progress, risks, or potential operational blockers.

Qualifications:

• Experience: Minimum 5-7 years of combined experience in Help Desk support primarily in SharePoint.
• Education: Bachelor’s Degree in Computer Science, Information Technology, or a related field (relevant experience may be substituted).
• Sector Experience: Experience working within a military medical system or DoD environment is highly preferred.
• Clearance: Active DoD Secret Clearance is preferred, or must be a U.S. Citizen and possess (or be able to obtain) an active DoD Secret clearance

Technical Proficiency:

• Expertise in Microsoft Office Suite and SharePoint (versions 2010 through SharePoint Online (SPO) and Subscription Edition (SE)).
• Proficiency with help desk platforms such as JIRA, ServiceNow, or Remedy.
• Tier 2 type of troubleshooting with SharePoint.
• Experience with Power Platform tools: (Power Automate, Power Apps, and Power BI)
• Familiarity with SharePoint Designer and InfoPath (for legacy support)
• Experience configuring and managing SharePoint SE service applications, central admin, ULS/Event logs and SQL Server dependencies.

Skills & Competencies:

Experience, Education & Certification

• Experience: 5 years of hands-on experience in an IT service desk, application support, or junior systems administration role, with a primary focus on supporting SharePoint environments.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (equivalent hands-on experience may be substituted).
• Sector Experience: Experience working within a military medical system or DoD environment is highly preferred.
• Clearance: Active DoD Secret Clearance is preferred or must be a U.S. Citizen with the ability to obtain and maintain an active DoD Secret clearance.
• Certification: CompTIA Security+

Technical Proficiency:

• Foundational understanding of SharePoint Online (SPO) and SharePoint Subscription Edition (SE), including sites, libraries, permissions, metadata, and user access controls.
• Basic knowledge of Power Automate, Power Apps, and Power BI to assist users with troubleshooting simple workflows and forms.
• Familiarity with PowerShell for running basic administrative tasks. Exposure to help desk platforms such as ServiceNow, JIRA, or Remedy. Exposure to SharePoint Designer and InfoPath for supporting legacy configurations. Basic familiarity with SharePoint SE on-premises infrastructure concepts (e.g., Central Admin, checking ULS logs, event viewer) is a plus.

Skills & Competencies:

• High level of initiative, curiosity, and adaptability when investigating unknown issues, with a strong drive to take full ownership of problems.
• Excellent interpersonal, verbal, and written communication skills, with the ability to translate technical jargon into clear guidance for non-technical users.
• A strong customer-centric mindset with the ability to remain patient and build trust with clients across the organization.
• Ability to work effectively in a remote/home-office environment across multiple time zones.