SharePoint Help Desk Specialist

Location: Tysons Corner, VA

Onsite 4-Days per week

ITCON Services has a service-oriented culture with a focus on our customer needs and responding to them quickly and efficiently. We are hiring a customer service-oriented Help Desk Specialist to provide Tier 1 help desk technical support to users in a prompt, efficient and accurate manner. The incumbent Help Desk Specialist will provide Help Desk support and support the team and customers resolve complex technical issues. He or she will work closely with the Project Manager, and development team during each step of the process.

Job Responsibilities include:

• Provide initial support for user inquiries and issues related to Power Platform applications and SharePoint Online, including user administration, browser issues, navigation, file access, permissions, site functionality, and basic content management.
• Understand and diagnose reported SharePoint Online problems, troubleshoot common issues (e.g., access problems, document library errors, list issues, basic workflow issues), and provide clear, concise resolutions to users.
• Assist users with basic SharePoint Online tasks, such as creating and editing documents, uploading files, and navigating site structures.:
• Provide technical assistance to end-users and customers, exceeding their expectations in every interaction.
• Track and manage support tickets using our ticketing system (JIRA), ensuring proper documentation and timely closure.
• Escalate unresolved SharePoint Online issues to Tier 2 support or relevant SharePoint administrators, providing detailed information and troubleshooting steps taken.
• Produce regular activity reports and updates on support tickets and testing progress.
• Continuously update a knowledge base with solutions to common issues and best practices.
• Follow up with users to ensure that issues have been fully resolved and that the solutions provided are effective.
• Identify opportunities for process improvements and contribute to their implementation.
  
  

At ITCON, we offer competitive compensation, paid training and development opportunities, healthcare benefits that start on your first day, commuter benefits, work-life balance, and the opportunity to work alongside an amazing and growing team.

This opening is for a full-time salaried on-site position located in the ITCON Services headquarters in Vienna, VA. Candidates must be eligible for Public Trust clearance with the U.S. government.

Qualifications

Required Skills and Qualifications

• 1-3 years of customer service requirement
• Proficiency in English along with strong verbal and written communications skills
• Strong client-facing communication skills
• Proven success in providing help desk support
• Basic understanding of SharePoint Online functionality and administration.
• Basic understanding of the Microsoft Power Platform, including Power Apps, Power Automate, and Power BI, and their integration with SharePoint Online.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Experience with ticketing systems (e.g., JIRA).
• Experience with Microsoft 365.
  
  

Desired Skills And Qualifications

• BS degree in Information Technology, Computer Science, or equivalent.
• Microsoft certifications related to SharePoint Online or Power Platform
• Experience creating and maintaining technical documentation.
• Knowledge of ITIL best practices for service management.