Microsoft M365 Tier 1 Helpdesk Support Engineer

True Tandem•Washington, DC

18h•Remote

About The Position

The Microsoft Tier 1 Help Desk Support Engineer will remotely supporting a federal Cloud M365 Service Offering contract. This individual will be responsible for providing Microsoft 365 support via phone, chat, or email to users that are experiencing technical difficulties. They will be collaborating with users to diagnose problems and investigate to find a solution. They will also be a part of escalating issues that cannot be solved to the proper service level queue and document throughout the process. This position requires someone capable of working in a highly collaborative and growth-focused environment.

Requirements

US Citizen and active Public Trust
Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, or related field
0-2 years of related IT experience in IT help desk, desktop support, or customer support role troubleshooting M365 or Azure environments highly preferred
Working knowledge of Microsoft 365 fundamentals (Outlook/Exchange Online, Teams, SharePoint/OneDrive, Microsoft 365 Apps)
Basic understanding of identity (password resets, MFA, groups, role-based access)
Strong customer service mindset; clear verbal/written communication
Ability to triage, document steps, follow runbooks, and escalate appropriately
Organized, dependable, and comfortable working in a fast-paced environment

Nice To Haves

Microsoft: MS-900 (M365 Fundamentals) or AZ-900 (Azure Fundamentals)
Experience supporting FedRAMP/GCCH/Microsoft 365 Government environments
Strong analytical and problem-solving skills with the ability to translate complex data into actionable insights
Excellent communication and collaboration skills with the ability to interact effectively with cross-functional teams and convey complex data insights

Responsibilities

Serve as the first point of contact via phone, chat, email, and ticketing system.
Create, categorize, prioritize, and update tickets; document resolution steps and user impact.
Meet or exceed SLAs for response, resolution, and customer satisfaction.
Assist with Exchange Online (mailbox access, Outlook profile issues, mail flow basics).
Support Teams (sign-in, meetings, calling/voice basics, device/peripheral issues).
Support SharePoint Online/OneDrive (sync issues, permissions basics, access requests).
Help with Microsoft 365 Apps (installation, activation, updates, and basic troubleshooting).
Perform user onboarding/offboarding tasks (e.g., license assignment, group membership).
Support password resets and MFA-related issues; follow access control procedures.
Understand basic Entra ID (Azure AD) concepts (users, groups, conditional access awareness).