Copilot Services Specialist OVERVIEW OF POSITION
The Copilot Services Specialist is a specialized technical role within the End User Services (EUS) team, responsible for the deployment, configuration, support, and adoption of Microsoft 365 Copilot and related AI-powered productivity tools across Company's' environment. This position ensures that enterprise AI solutions such as
Microsoft 365 Copilot, Copilot Chat, and AI features embedded in Microsoft 365, Azure, and third-party applications are securely integrated, properly configured, and fully leveraged to improve user productivity. The role blends technical acumen (cloud administration, identity and access, security, and automation) with a strong customer-service orientation (end-user support, training, and adoption).
The Copilot Services Specialist serves as the organization's
go-to expert for all things related to Microsoft 365 Copilot, driving successful adoption while ensuring the tools remain reliable, secure, well-governed, and tuned to the organization's needs.
ESSENTIAL FUNCTIONS
- Copilot Deployment & Configuration: Lead the setup and phased rollout of Microsoft 365 Copilot across the tenant assigning licenses, enabling Copilot features in Teams, Outlook, Word, and Excel, and ensuring integration with SharePoint and OneDrive content. Manage feature release waves and continually optimize tenant-wide Copilot settings for performance and user experience.
- Access & License Management: Serve as an Entra ID (Azure AD) administrator for Copilot. Manage user access, roles, and license assignments; enforce role-based access control so that higher-risk functions (such as connecting external plugins) are limited to appropriate personnel; and track, redistribute, and forecast licenses as adoption grows.
- Security, Compliance & AI Governance: Implement data-protection policies and AI governance controls for Copilot in coordination with Security and Compliance teams. Configure privacy, content, and access settings so Copilot respects Microsoft 365 sensitivity labels and sharing permissions and regularly review audit logs and usage patterns to detect policy violations or anomalies, taking corrective action as needed.
- Support & Troubleshooting: Provide Tier 2/3 support for Copilot-related issues escalated beyond the Service Desk diagnosing failures in Office apps, unexpected AI outputs, and licensing or access problems. Monitor the Microsoft 365 Service Health Dashboard for Copilot incidents, communicate impacts to IT and end users, and engage Microsoft support to resolve complex problems.
- User Training & Adoption: Drive Copilot adoption and proficiency among end users by creating guides, how-to articles, and best-practice materials, and by delivering live training sessions and office hours. Champion responsible for AI use, develop a community of Copilot power users, and collect feedback and success stories to inform ongoing improvements.
- Integration & Extensibility: Work with the Power Platform and applications teams to extend Copilot using Copilot Studio and custom plugins that connect approved internal data sources. Ensure integrations are tested, secure, and aligned with Microsoft's roadmap for new Copilot extensibility features.
- Monitoring & Reporting: Track Copilot usage metrics, adoption trends, and business impact using the Microsoft 365 Copilot usage dashboard and related analytics. Produce accurate daily, weekly, and monthly reports highlighting adoption gaps, estimating productivity gains, and recommending actions and present findings to IT leadership.
- Ongoing M365 Administration: Perform general administration across the Microsoft 365 and Azure ecosystem that supports Copilot's success, including client-application currency (in coordination with Desktop Engineering), Teams and SharePoint policy settings, and related service configuration.
- Continuous Improvement: Serve as the internal expert on new Copilot capabilities by following the Microsoft 365 Roadmap and Message Center. Plan and implement required admin actions, enable newly available features, and continually refine configurations based on user feedback and evolving best practices.
- Performs other duties as assigned.
EDUCATION
- Bachelor's degree in computer science, Information Systems, Information Technology, or a related field preferred, or an equivalent combination of education and experience.
- Microsoft 365 certifications highly desirable, Microsoft 365 Certified: Enterprise Administrator Expert, Teams Administrator Associate, or Microsoft Copilot certifications as they become available.
- CompTIA A+ and/or Network+ certification, or equivalent experience demonstrating proficiency in these areas, is preferred.
EXPERIENCE
- 3+ years of hands-on experience administering Microsoft 365 services (Exchange Online, SharePoint Online, Teams, OneDrive) in a mid-to-large organization.
- Proven experience with Entra ID (Azure AD) and identity and access management, including security groups and Conditional Access.
- Experience deploying, administering, or supporting Microsoft 365 Copilot or other AI-driven platforms is highly desirable.
- Familiarity with Windows 10/11 client management and Microsoft Intune, since Copilot spans user devices.
- Working knowledge using PowerShell scripting for Microsoft 365 automation (e.g., bulk license assignment and reporting).
- Ability to work effectively and productively with limited supervision, with excellent time management and organizational skills.
KNOWLEDGE, SKILLS, AND ABILITIES
- Deep knowledge of the Microsoft 365 ecosystem, including administration of Exchange Online, SharePoint Online, Teams, OneDrive, and the Security & Compliance Center.
- Working knowledge of AI/ML concepts and generative AI comfortable with terms such as LLM and prompt tuning and interested in how AI can be applied to productivity scenarios.
- Ability to translate technical settings and AI behaviors into plain language for end users through training and documentation.
- Strong problem-solving skills and a proactive mindset to identify and resolve issues before they escalate.
- Customer-service orientation with patience and empathy when helping users who may be unfamiliar or uncomfortable with AI.
- Awareness of security, privacy, and compliance requirements in a healthcare and human-services environment (e.g., HIPAA).
- Foundational understanding of cloud security and compliance DLP, retention, eDiscovery, audit logging, sensitivity labels, and Zero Trust principles as they apply to cloud and AI tools.
- Ability to communicate effectively, both orally and in writing, and to coordinate at all levels within and outside the organization (staff, senior managers, executives, and vendors).
- A continuous-learner mentality, staying current with the rapid evolution of Copilot and AI features via blogs, webinars, and certifications.
- Consistent ability to handle and maintain the confidentiality of sensitive organizational information.
- Ability to travel locally up to 30% of the time to resolve issues; maintain a valid California driver's license and a driving record in compliance with Transportation Safety Standards; and maintain auto insurance and vehicle registration.
- Must pass all drug testing required by ESSC and a post-offer physical evaluation.
- Ability to obtain and maintain a criminal record/fingerprint clearance from the Department of Justice and Federal Bureau of Investigation, per Easterseals Southern California and/or program requirements.
- Ability to work after hours and weekends as needed.