Microsoft M365 Tier 1 Helpdesk Support Engineer

TrueTandem • Full-time • Remote (Washington DC-Baltimore Area, US) • 3d ago

Company Description

TrueTandem's mission is to be a trusted information technology solutions provider, committed to the success of our customers, communities and employees. To enable this mission, we listen to our customers’ needs, empower our dedicated and talented employees, envision success together, and deliver innovative cost-effective solutions. For our customers, we aim to deliver more power to meet their business outcomes through technology implementation, integration, optimization and customization. We enable some of the most well-known companies, nonprofits and federal agencies in the United States to intelligently plan and develop their applications, modernize their infrastructure and manage their data.

Company Description

TrueTandem's mission is to be a trusted information technology solutions provider, committed to the success of our customers, communities and employees. To enable this mission, we listen to our customers’ needs, empower our dedicated and talented employees, envision success together, and deliver innovative cost-effective solutions. For our customers, we aim to deliver more power to meet their business outcomes through technology implementation, integration, optimization and customization. We enable some of the most well-known companies, nonprofits and federal agencies in the United States to intelligently plan and develop their applications, modernize their infrastructure and manage their data.

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.

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)

Qualifications :

*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

Preferred Skills & Experience

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

Additional Information

TrueTandem is an equal opportunity employer, committed to diversity and inclusion in the workplace and affords equal opportunity to all qualified applicants for all positions without regard to protected veteran status, qualified individuals with disabilities and all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or any other status protected under local, state or federal laws.

Equal Opportunity Employer - Minorities/Females/Disabled/Veterans

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.