IT Technician

Responsibilities

• Assist with troubleshooting M365 incident and task tickets, including Priority 1 through Priority 4 issues.
• Provide technical support and troubleshooting assistance for Copilot, Power BI, Power Apps, Power Automate, SharePoint Online, OneDrive for Business, Teams, Exchange Online, and related services.
• Monitor M365 services, OneDrive features, Dataverse environments, end-user data retention requirements, resource utilization, and platform performance.
• Support configuration, maintenance, and troubleshooting of tenant and backup solutions for OneDrive.
• Assist with developing and maintaining PowerShell scripts to support OneDrive, SharePoint, M365 administration, and operational needs.
• Assist with SharePoint Online administration and support.
• Create and maintain reference materials, FAQs, knowledge articles, iTrain content, and user support documentation.
• Assist with Proofs of Concept, pilot testing, service validation, and technical documentation.
• Support action-item tracking, risk reporting, mitigation updates, escalations, accomplishments, and closures.
• Contribute to bi-weekly status updates and monthly consolidated reporting.

Minimum Qualifications

• Minimum 5 years of experience supporting Microsoft 365 cloud-based services in a large corporate or government environment.
• Experience providing hands-on technical support for M365 services such as SharePoint Online, OneDrive for Business, Teams, Exchange Online, Power Platform, Copilot, Azure/Azure AD, and Intune.
• Experience troubleshooting user issues, service incidents, platform performance, configurations, and operational problems.
• Experience with PowerShell scripting.
• Working knowledge of SharePoint Online administration.
• Knowledge of user permissions, data retention, compliance settings, and M365 governance concepts.
• Ability to communicate clearly with technical teams, end users, and business stakeholders.
• Ability to complete IRS MBI/security onboarding and required IRS security training.

Preferred Qualifications

• Experience supporting federal government or large enterprise M365 environments.
• Experience with AvePoint Online Services, Dataverse, Power BI, Power Apps, Power Automate, Copilot, AI Builder, Purview, and Defender.
• Experience in creating knowledge articles, training materials, FAQs, and user-facing support documentation.
• Experience with incident/task ticketing workflows, P1–P4 support, and escalation procedures.…