> Markdown version of [/jobs/ext/2607701-it-support-specialist](https://www.wearedevelopers.com/jobs/ext/2607701-it-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Specialist - **Company:** Concept Plus - **Location:** Fairfax, VA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Application Programming Interfaces (APIs), JIRA, Business Software, Software as a Service, Data Retention, Information Technology Operations, Productivity Software, Azure Active Directory, Security Assertion Markup Language (SAML), Microsoft SharePoint, 3-tier Architectures, User Accounts - **Published:** August 31, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9129809/it-support-specialist ## About the Role * 3-5 years of IT help desk / technical support experience (Tier 2 minimum). * Solid experience administering Microsoft 365, SharePoint online permissions, Teams, and OneDrive for Business. * Hands-on experience with Jira Service Management (JSM) or similar enterprise ticketing systems. * Deeply committed to thorough documentation, skilled in analytical root-cause investigation, and equipped with the interpersonal strengths essential for future leadership roles., * Experience working within a federal contractor or highly regulated environment (NIST, CMMC, ISO, HIPAA) is strongly preferred. ## Description Concept Plus is seeking an ambitious, detail-oriented Tier 2 Help Desk Engineer ready to take the next step in their career. In this role, you will provide high-level support to our 300+ users while helping optimize our IT operations. What you'll do * Identify operational bottlenecks, automate repetitive tasks, and propose continuous improvements to prepare the IT department for ongoing company growth. * Serve as the primary operational anchor for the help desk-backing Tier 1 during workload spikes, owning Tier 2 issues through full resolution, and engaging with Tier 3 engineers on advanced infrastructure incidents. * Work closely with Tier 1 staff to review ticket quality, provide hands-on technical guidance, enforce consistent support workflows, and foster a team culture oriented around fast, quality resolution, that centers on root cause analysis. * Diagnose, resolve, and document integration issues between core Microsoft 365 environments and 3rd-party SaaS platforms, enterprise line-of-business applications, and productivity tools (e.g., SSO/SAML auth, API connector syncs, add-ins). * Perform core administrative tasks in Entra ID (Azure AD), SharePoint Online, Teams, and OneDrive for Business, managing user accounts, permissions, security groups, and data retention rules. * Utilize Jira Service Management (JSM) to triage incoming requests, optimize ticket queues, enforce strict SLAs, and run regular analytics to identify root causes and systemic trends. * Championing internal documentation by creating clear SOPs for technical staff and maintaining end-user self-service KB articles to drive down ticket volume. * Proactively identify workflow bottlenecks, recommend automation opportunities, and implement operational enhancements that strengthen the IT service desk for scalable company growth. * Actively enforce corporate IT policies, acceptable use guidelines, and security standards across all end-user endpoints and accounts to ensure full alignment with strict compliance frameworks required for federal contractors (e.g., least-privilege access, CMMC/NIST standards, secure offboarding). ## Related Videos - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [Architecting the Future: Leveraging AI, Cloud, and Data for Business Success](https://www.wearedevelopers.com/videos/1096-architecting-the-future-leveraging-ai-cloud-and-data-for-business-success) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Enabling automated 1-click customer deployments with built-in quality and security](https://www.wearedevelopers.com/videos/83-enabling-automated-1-click-customer-deployments-with-built-in-quality-and-security) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Technical Documentation For Developers](https://www.wearedevelopers.com/magazine/128-technical-documentation-for-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries)