[Hiring] SharePoint Online & SharePoint SE Tier II Support Technician @Diné Development Corporation

Role Description

The SPO & SharePoint SE Tier II Support Technician provides critical technical support, light administration, and troubleshooting for SharePoint Online (SPO) and SharePoint Subscription Edition (SE) environments. This role requires a tenacious problem solver who thrives in a solution-oriented, highly resourceful team culture.

• Diligently investigate, troubleshoot, and resolve Tier II issues related to SharePoint architecture, site collections, permissions, broken web parts, hardcoded links, lists/libraries, and access control.
• Demonstrate a rigorous, investigative approach by researching technical documentation, analyzing logs, and replicating problems in test environments before considering escalation to Tier III or IV.
• Perform essential, light administrative tasks such as processing site URL changes, managing user account configurations, and recovering deleted sites, lists, or content.
• Provide basic troubleshooting and assistance for customer Power Automate flows, Power Apps forms, and Power BI reports to resolve functional blockages and issues.
• Manage help desk ticket queues (e.g., ServiceNow, JIRA, Remedy) within established Service Level Agreements (SLAs), ensuring clear, detailed documentation of all troubleshooting steps taken.
• Provide friendly, customer-focused guidance to site owners, content managers, and end-users on SharePoint governance, permissions best practices, and feature usage.
• Provide occasional Tier I basic support to redirect misrouted tickets and quickly resolve minor end-user errors.
• Maintain and update internal knowledge bases, technical guides, scripts, and Standard Operating Procedures (SOPs) to facilitate team knowledge sharing.
• Provide regular status updates on active tickets and assigned tasks, proactively highlighting progress, risks, or potential operational blockers.

Qualifications

• Minimum 5-7 years of combined experience in Help Desk support primarily in SharePoint.
• Bachelor’s Degree in Computer Science, Information Technology, or a related field (relevant experience may be substituted).
• Experience working within a military medical system or DoD environment is highly preferred.
• 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.
• 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.

Requirements

• 5 years of hands-on experience in an IT service desk, application support, or junior systems administration role, with a primary focus on supporting SharePoint environments.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (equivalent hands-on experience may be substituted).
• Experience working within a military medical system or DoD environment is highly preferred.
• Active DoD Secret Clearance is preferred or must be a U.S. Citizen with the ability to obtain and maintain an active DoD Secret clearance.
• CompTIA Security+ certification.
• Foundational understanding of SharePoint Online (SPO) and SharePoint Subscription Edition (SE), including sites, libraries, permissions, metadata, and user access controls.
• Basic knowledge of Power Automate, Power Apps, and Power BI to assist users with troubleshooting simple workflows and forms.
• Familiarity with PowerShell for running basic administrative tasks.
• Exposure to help desk platforms such as ServiceNow, JIRA, or Remedy.
• Exposure to SharePoint Designer and InfoPath for supporting legacy configurations.
• Basic familiarity with SharePoint SE on-premises infrastructure concepts (e.g., Central Admin, checking ULS logs, event viewer) is a plus.

Benefits

• Comprehensive benefits package, including medical, dental, vision, life and disability coverage.
• Retirement savings with company match.
• Paid time off.
• Voluntary supplemental benefits.
• Access to an employee assistance program.
• Educational assistance with tuition reimbursement.