TrueTandem

M365 Helpdesk Support Engineer

TrueTandem

full-time

Posted on:

Location Type: Remote

Location: District of Columbia • Washington • United States

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Job Level

SeniorLead

Tech Stack

Azure

About the role

  • 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)

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
  • 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
Benefits
  • TrueTandem is an equal opportunity employer
  • Diversity and inclusion in the workplace
  • Equal opportunity for all qualified applicants
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Microsoft 365Exchange OnlineOutlookTeamsSharePointOneDriveAzure ADMFAticketing systemtroubleshooting
Soft Skills
customer servicecommunicationorganizationdependabilityproblem-solvingcollaborationtriagedocumentationescalationfast-paced environment
Certifications
MS-900AZ-900