Provide operational administration and ongoing support for Microsoft 365 services, ensuring stability, availability, and consistent performance across core workloads including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and related services. This role is responsible for executing day-to-day "Keep the Lights On" (KLO) activities and supporting end users through incident, request, and service operations.
Serve in an execution-focused capacity, delivering operational support across the Microsoft 365 environment. Ensure core platform services remain reliable and governed while supporting Copilot and AI-enabled capabilities.
Preferred location with hybrid work schedule: Kansas City, KS
Job Duties and Responsibilities
- Provide operational (KLO) support across Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive, ensuring stability and performance
- Independently troubleshoot and resolve complex issues using established processes, escalating only when required
- Monitor service health, performance, and usage trends, proactively identifying issues and improvement opportunities
- Perform administration and access management activities including mailbox support, Teams configuration, SharePoint permissions, OneDrive support, user provisioning, and group management
- Support onboarding and offboarding processes to ensure accurate and secure service access
- Enforce governance standards by adhering to established policies, naming conventions, access controls, and security practices
- Support Microsoft Copilot and AI-enabled capabilities by troubleshooting issues, validating configurations, and ensuring alignment with governance controls
- Support and execute operational workflows and automation using Power Platform and low-code solutions, identifying opportunities to improve efficiency and reduce manual effort
- Lead small operational initiatives such as automation enhancements, process improvements, and service configuration updates
- Own and execute defined tasks or phases within larger Microsoft 365, Copilot, or platform-related projects
- Execute standardized operational and project tasks defined by senior administrators or project leads, following established runbooks and procedures to ensure consistent and scalable service delivery
- Perform repeatable tasks across users, systems, or environments to support larger initiatives and maintain operational consistency
- Identify recurring issues and contribute to root cause analysis, escalating trends and recommending improvements to enhance service reliability and efficiency
- Create and maintain documentation, runbooks, and knowledge articles to support consistent operations and knowledge sharing
- Ensure all work aligns with change management and IT service management processes
- Act as a resource to less experienced team members, providing guidance on troubleshooting, processes, and operational best practices
- Perform other duties as assigned
- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent combination of education and experience)
- 1-3 years of experience supporting Microsoft 365 or enterprise collaboration platforms
- Exposure to Microsoft Copilot concepts, AI-enabled tools, or low-code automation
- Working knowledge of Microsoft 365 services and common administrative tasks
- Foundational understanding of Microsoft Copilot and agent-based automation concepts
- Ability to follow defined runbooks, standards, and escalation procedures
- Strong troubleshooting and analytical skills at an operational level
- Ability to document issues and resolutions clearly and accurately
- Strong communication skills and ability to work effectively within a team-based support model
- Ability to operate within defined governance and security boundaries
- Able to travel 5-15% of the time
An Equal Opportunity Employer including Disabled/Veterans
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