SharePoint Online Help Desk Support Specialist
SharePoint Online Help Desk Support Specialist
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Job Description
SharePoint Online Help Desk Support Specialist
Location: Washington D.C.
We are seeking a highly motivated and skilled SharePoint Online Help Desk Support Specialist to provide expert technical assistance and ensure seamless operations for our SharePoint Online community in Washington D.C. This pivotal role involves delivering timely troubleshooting advanced problem resolution and specialized technical guidance all while minimizing interruptions to critical business operations. The ideal candidate will possess a deep understanding of SharePoint Online functionalities and adhere to industry best practices for web-based support.
Key Responsibilities: The SharePoint Online Help Desk Support Specialist will be responsible for but not limited to:
- Tier 1/2 Support & Troubleshooting: Serve as the primary point of contact for all SharePoint Online related technical issues troubleshooting and resolving incoming help requests efficiently and effectively.
- Documentation & Knowledge Management: Develop maintain and update comprehensive help desk procedures knowledge base articles FAQs and other documentation to ensure efficient support processes and promote self-service capabilities for users.
- Reporting & Metrics: Generate and maintain detailed help desk reporting metrics including but not limited to: ticket number date opened problem summary status customer name/organization assigned technician resolution details and resolution date. Utilize these reports to identify trends and continuously improve service delivery.
- Ticket Lifecycle Management:
- Manage the full lifecycle of help desk tickets received via various channels (email phone instant message direct ticket submission).
- Ensure all support requests are accurately logged and a ticket is created for tracking purposes.
- Provide timely acknowledgement of all tickets within one hour of receipt.
- Prioritize and resolve simple and low-complexity support requests immediately.
- For complex issues requiring more investigation communicate estimated resolution timelines transparently to the user community.
- Collaborate closely with the Government OIT-PM to determine and align on request priorities ensuring critical business needs are met.
- Proactive Communication: Proactively communicate important updates system outages planned maintenance and changes to operational procedures to the user community to minimize disruption and keep stakeholders informed.
- Best Practices: Apply technical and industry-wide web-based best practices in all troubleshooting problem resolution and support activities.
Qualifications:
- Education: Bachelors degree in Information Technology Computer Science or a related field preferred; equivalent experience will be considered.
- Experience:
- Minimum of 3-5 years of proven experience in IT help desk support or a similar technical support role.
- Demonstrated expertise and hands-on experience with Microsoft SharePoint Online including administration configuration and user support.
- Experience with various help desk ticketing systems and IT Service Management (ITSM) best practices.
- Proven experience in creating and maintaining detailed technical documentation and knowledge base articles.
- Skills & Abilities:
- Exceptional troubleshooting and problem-solving skills with a logical and methodical approach.
- Strong verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users.
- Excellent customer service orientation and interpersonal skills.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Self-motivated with the ability to work independently and as part of a collaborative team.
- Familiarity with Microsoft 365 ecosystem components is a plus.
Employment Type
Full-time
