TrueTandem

Compensation

Full Description

Job Description: • Serve as the first point of contact via phone, chat, email, and ticketing system • Create, categorize, prioritize, and update tickets; document resolution steps and user impact • Meet or exceed SLAs for response, resolution, and customer satisfaction • Assist with Exchange Online (mailbox access, Outlook profile issues, mail flow basics) • Support Teams (sign-in, meetings, calling/voice basics, device/peripheral issues) • Support SharePoint Online/OneDrive (sync issues, permissions basics, access requests) • Help with Microsoft 365 Apps (installation, activation, updates, and basic troubleshooting) • Perform user onboarding/offboarding tasks (e.g., license assignment, group membership) • Support password resets and MFA-related issues; follow access control procedures • Understand basic Entra ID (Azure AD) concepts (users, groups, conditional access awareness) Requirements: • US Citizen and active Public Trust • Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, or related field • 0-2 years of related IT experience in IT help desk, desktop support, or customer support role troubleshooting M365 or Azure environments highly preferred • Working knowledge of Microsoft 365 fundamentals (Outlook/Exchange Online, Teams, SharePoint/OneDrive, Microsoft 365 Apps) • Basic understanding of identity (password resets, MFA, groups, role-based access) • Strong customer service mindset; clear verbal/written communication • Ability to triage, document steps, follow runbooks, and escalate appropriately • Organized, dependable, and comfortable working in a fast-paced environment • Preferred Skills & Experience: Microsoft: MS-900 (M365 Fundamentals) or AZ-900 (Azure Fundamentals) • Experience supporting FedRAMP/GCCH/Microsoft 365 Government environments • Strong analytical and problem-solving skills with the ability to translate complex data into actionable insights • Excellent communication and collaboration skills with the ability to interact effectively with cross-functional teams and convey complex data insights Benefits: • TrueTandem is an equal opportunity employer • Diversity and inclusion in the workplace • Equal opportunity for all qualified applicants