SharePoint Online (SPO) Tier II Technician - Jr.

The SPO Tier II Technician - Jr. provides critical technical support, quality assurance, and business analysis for SharePoint environments across military medical treatment facilities (Army, Navy, Air Force, Marines). This multifaceted role involves full Software Development Life Cycle (SDLC) support, complex troubleshooting of SharePoint Online (SPO) and some legacy on-premises environments, and active engagement with stakeholders to ensure seamless system operations and migrations.

Responsibilities:

Tier II Technical Support

• Manage help desk tickets (JIRA, ServiceNow, Remedy) within SLA requirements.
• Troubleshoot complex SharePoint issues including permissions, broken web-parts, hardcoded links, Web Application Firewall blocks, un-allowed file extensions, and site size limits.
• Route advanced technical issues to Tier III and Tier IV support as necessary.

Training & User Support

• Provide training to users on SharePoint functionality and new features.
• Provide occasional Tier I basic user support for misdirected tickets.

Reporting

• Provide regular updates on the status of assigned tasks, highlighting progress, risks, and issues.

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:

• Excellent interpersonal, verbal, and written communication skills.
• High level of initiative, flexibility, and adaptability in a dynamic environment.
• A strong customer service mindset with the ability to build client relationships.
• Ability to work effectively in a remote/home office setting across multiple time zones.