M365 Technical Support

Benefits:

• 401(k)
• Competitive salary
• Dental insurance
• Health insurance
• Vision insurance

Title - M365 Technical Support and Operations Consultant
Client - IRS
Location - Washington, DC

We are seeking two dedicated, senior M365 Technical Support and
Operations Consultants to serve as the front line for operational excellence and advanced
user support for the IRS. This role requires deep technical knowledge to quickly resolve
complex incidents and develop essential, actionable knowledge resources.
Key Responsibilities

• Advanced Incident Response: Lead efforts to assist with troubleshooting all severity

levels (Priority 1 through Priority 4) of M365 IRWorks incident and task tickets. This
includes performing root cause analysis for recurring problems and developing
permanent resolutions.

• Tier 3 Specialized Support: Provide expert technical support and troubleshooting for

specialized, business-critical platforms, including user issues related to Copilot, Power
BI, Power Apps, and Power Automate.

• Platform Configuration & Maintenance: Support, configure, and maintain tenant and

backup solutions for OneDrive. Utilize PowerShell scripts to automate routine
maintenance tasks, reporting, and large-scale configuration changes.

• Compliance Monitoring: Proactively monitor M365 services to ensure adherence to

end-user data retention requirements and internal governance policies.

• Knowledge Creation & Training: Lead the creation and maintenance of internal and

public-facing reference materials (FAQs, knowledge articles, iTrain content) to reduce
incident volume and enhance user self-sufficiency.

• Proactive Testing: Coordinate and conduct multiple Proofs of Concept (POC) and

Pilot Testing initiatives for new M365 features or configuration changes before
enterprise-wide deployment.
Required Qualifications

• Minimum 7 years' experience supporting the Microsoft 365 (M365) Cloud Based Suite

in a large corporate or government environment.

• Must demonstrate the advanced ability to troubleshoot and resolve technical issues

related to the entire M365 cloud platform and AvePoint Online Services.

• Extensive working knowledge of SharePoint Online Administration.
• Excellent verbal and written communication skills.

Highly Desired Certifications

• ITIL Foundation Certification
• Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-102)
• Microsoft Certified: Teams Administrator Associate (MS-700)

Flexible work from home options available.