Service Desk Specialist - Tier II
Job Description
Job Description
Position Summary
This is an ONSITE position located in Alexandria, VA.
National Capitol Contracting is seeking a Service Desk Specialist - Tier II to join our team in support of the U.S. Patent and Trademark Office (USPTO). The USPTO fosters innovation and economic growth by administering the nation's patent and trademark systems. This position provides advanced operational and technical support for Microsoft 365 collaboration services, resolves escalated incidents, performs root cause analysis, supports production operations, and works closely with engineering personnel to maintain secure, reliable, and resilient collaboration services.
Key Areas of Responsibility
- Provide Tier II technical support for SharePoint Online, Microsoft Teams, OneDrive for Business, Power Platform, and other Microsoft 365 collaboration services.
- Investigate complex incidents, perform root cause analysis, develop workarounds, and implement long-term corrective actions.
- Support production operations, platform maintenance, configuration activities, upgrades, testing, deployments, and implementation of collaboration platform enhancements.
- Coordinate with engineering personnel, infrastructure teams, cybersecurity staff, and Government stakeholders to resolve technical issues.
- Support advanced SharePoint administration, permissions, collaboration site configuration, and platform troubleshooting.
- Document technical investigations, engineering recommendations, operational procedures, knowledge articles, and resolution activities.
- Support ServiceNow ticket management, problem management, outage reporting, and operational reporting requirements.
- Monitor platform health, identify recurring issues, and recommend operational and technical improvements.
- Assist with evaluation and implementation of new Microsoft 365 collaboration capabilities and process automation solutions.
- Provide technical guidance and mentoring to customer support personnel while supporting continuous service improvement initiatives.
- Other duties as assigned.
Minimum Requirements
- Experience providing advanced technical support for enterprise Microsoft 365 collaboration environments.
- Experience supporting SharePoint Online, Microsoft Teams, OneDrive for Business, and Microsoft 365 administration.
- Experience performing root cause analysis, troubleshooting, platform maintenance, testing, and production support.
- Experience developing technical documentation and operational procedures.
- Strong analytical, troubleshooting, communication, and customer support skills.
Preferred Qualifications
- Microsoft 365 Certified: Administrator Associate.
- Microsoft Certified: Teams Administrator Associate.
- ITIL Foundation certification.
- Experience supporting Microsoft 365 collaboration services in a Federal Government environment.
Compensation:
$55,000.00 - $67,000.00
The compensation range listed for this position is provided as a good-faith estimate of what the company intends to offer for this role. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, budget, market data, and relevant laws.
All qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristic. E-Verify Employer. VEVRAA Federal Contractor.
NCC provides reasonable accommodations to qualified individuals with disabilities. If you are an applicant that requires a reasonable accommodation, please email us. Please reference the position in your email.