Microsoft 365 Tier 3 Support Engineer

Description

Concept Solutions is seeking a Microsoft 365 Administrator (Exchange Online and Teams) that is responsible for administering, supporting, and optimizing Microsoft 365 services across the FAA’s large-scale enterprise environment serving approximately 60,000 users. This role provides advanced technical expertise for Exchange Online, Teams, and related collaboration platforms. The analyst ensures service reliability, drives process improvements, authors high-quality documentation, and provides Tier-3 support for complex issues.

This position may require participation in a 24x7 rotational on-call support schedule.

• Primary
  
  Location:
  
  Washington, DC
• Schedule:
  
  40 hours per week, Monday through Friday, with core working hours from 9:00 a.m. to 3:00 p.m. local time.
• Telework may be permitted when determined to be in the best interest of the Government
• FAA Personnel Suitability clearance required (AMS 3.14-2)

• Administer and support Microsoft 365 services, including Exchange Online, Teams, and other Collaboration Services applications
• Process service requests and resolve incidents in a timely and customer-focused manner
• Provide Tier-3 and ad hoc technical support for Collaboration Services in a large enterprise environment
• Perform expert troubleshooting, escalation, and resolution of complex issues across internal teams and vendors
• Support the Google Workspace integration into the environment

• Create, review, and maintain SOPs, work instructions, troubleshooting steps, and knowledge-based articles
• Identify gaps in support workflows and recommend automation opportunities and service improvements
• Document and present technical resolutions and support procedures to the broader support team

• Utilize M365 tools such as Power BI, Power Apps, and Power Automate to support reporting and automation requirements
• Use Power Shell to develop and maintain scripts for administrative and automation tasks
• Develop and maintain Service Now reports

• Use enterprise support tools, including Exchange Admin Center (EAC), Teams Admin Center (TAC), and Service Now
• Participate in a 24x7 rotational on-call support schedule, including weekends and holidays, as required

• Bachelor’s degree in Business Management, Computer Science, or IT Management
• 5+ years of experience in M365 administration (Exchange Online, Teams, related services)
• Troubleshooting and escalation management
• Documentation and knowledge management
• Automation tools (Power Automate, Power Shell)
• Customer service and communication
• Process improvement and service optimization
• Proficiency in technical writing (SOPs, KB articles, instructional guides)
• Strong communication and collaboration skills with the ability to work both independently and in a team environment
• Demonstrated ability to take ownership of complex issues through full lifecycle resolution

• Experience with Service Now reporting
• Familiarity with FAA operational processes and M365 governance frameworks

Salary: $ 100K to $109K

Founded in 1999 and headquartered in Reston, Virginia, Concept Solutions, LLC (CS) is a leading small business in technology, engineering, and management consulting. We are the innovative and agile force behind strategic solutions that enhance organizational efficiency and safeguard our nation across Aerospace, Defense, and National Security sectors.

For over 25 years, CS has been a trusted partner for the Federal Aviation Administration (FAA), Department of Homeland Security (DHS), Department of Justice (DOJ), Department of Defense (DoD) and other federal agencies delivering vital IT, security, and project management services.

Our commitment to excellence is reflected in our adherence to CMMI-DEV ML3, ISO 9001:2015, ISO/IEC 20000-1:2018, and ISO/IEC 27001-1:2013 standards. CS boasts company highlights that include:

• Over two decades of experience across over $300 million in contract awards supporting critical FAA programs
• Multiple contract vehicles providing opportunities across FAA, DoD, NOAA, and other Federal agencies
• In…