For further inquiries regarding the following opportunity, please contact one of our Talent Specialist, Abdul at 224 507-1295 or Tenishbabu at 224 507-1292
Title: Microsoft 365 Support Analyst (Remote)
Location: Remote
Duration: 6 Months
Only W2 candidates are eligible for this position. Third-party or C2C candidates will not be considered.
Job Description:
Position Summary
The Service Delivery & Collaboration Support Analyst provides front-line support for the Enterprise Management Systems team and serves as a key resource for internal customers across the organization. This role is responsible for triaging and managing incoming support requests, delivering end-user training, and performing routine administration tasks for collaboration platforms such as Microsoft Teams and SharePoint.
The ideal candidate is customer-focused, highly organized, proactive, and eager to learn. They possess a strong service mindset, take ownership of issues from start to finish, and consistently look for ways to improve the user experience.
Key Responsibilities
- Monitor, triage, and manage incoming requests within the team ticket queue.
- Serve as the first point of contact for users seeking assistance with collaboration and productivity tools.
- Create, configure, and maintain Microsoft Teams, SharePoint sites, and other standard collaboration solutions.
- Fulfill routine service requests and complete low-complexity administrative tasks according to established procedures.
- Deliver end-user training, documentation, job aids, and knowledge-sharing sessions.
- Provide timely and professional customer support while maintaining high levels of customer satisfaction.
- Escalate complex issues to technical specialists as needed and track requests through resolution.
- Assist with user adoption initiatives and promote best practices for Microsoft 365 collaboration tools.
- Identify opportunities for process improvement and contribute to continuous service enhancement efforts.
- Maintain accurate documentation and ensure adherence to governance and operational standards.
Qualifications
Required
- Strong customer service and communication skills.
- Ability to manage multiple requests and priorities in a fast-paced environment.
- Experience using Microsoft Teams, SharePoint Online, and Microsoft 365 applications.
- Strong problem-solving, organizational, and follow-up skills.
- Ability to work independently while collaborating effectively with team members.
- Positive attitude with a willingness to learn and take initiative.
Preferred
- Experience working with service management or ticketing systems.
- Experience delivering end-user training or creating instructional materials.
- Knowledge of Microsoft 365 administration and collaboration technologies.
- Experience supporting enterprise business users.
Success Attributes
- Customer-first mindset.
- "Go get 'em" attitude with a strong sense of ownership and accountability.
- Self-starter who proactively seeks solutions and follows through on commitments.
- Team player who enjoys helping others succeed.
- Comfortable learning new technologies and processes quickly.
- Strong attention to detail and commitment to quality service.
About us:
DivIHN, the 'IT Asset Performance Services' organization, provides Professional Consulting, Custom Projects, and Professional Resource Augmentation services to clients in the Mid-West and beyond. The strategic characteristics of the organization are Standardization, Specialization, and Collaboration.
DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status.