Tier II Office 365 Support Specialist *with Security Clearance **
Job Description
MUST HAVE A SECRET (OR ABOVE) SECURITY CLEARANCE
ARMY UC TIER 2 OFFICE 365 SUPPORT SPECIALIST
The Army UC Tier 2 Office 365 Support Specialist should be able to apply advanced technical skills and knowledge to collect needed information to resolve issues.
Office 365 applications that will be supported are Exchange Online, Skype for Business, OneDrive Sync, Office Online, OneNote, Outlook WebApp, Outlook Client, Skype for Business Client, and Office Suite.
A strong understanding of these products is a must. Prior experience in supporting an O365 environment is required.
Provide Tier 2 support to Army Enterprise Service Desk (AESD), monitor the Office 365 tenants Monitor and test performance for potential bottlenecks, identify possible solutions, and work with Tier 3 counterparts to resolve issues Address client connectivity, client software distribution, and mobile installation issues.
Develop and document best practices for supporting the Office 365 application and assist with developing appropriate support model
Maintain current knowledge of relevant technologies as assigned
Provide advice and training to peers on various Office 365 applications Write and maintain custom scripts (PowerShell) to remediate issues to support users
Manage the O365 Knowledge base content Manage email distributions. This includes keeping content in the email templates current so that large mailings can be sent quickly when needed
Regularly update intranet content as new features appear
Announce the arrival of new features and describe how to use them in ways that all users can understand
Aligns proper tenant licenses to users' needs
Provides training sessions covering O365 tools and best practices Is key in managing the content, tips & Tricks and answering
Facilitates the client with their Office 365 migration
Set up administrator and service accounts, install system wide software
Mandatory Skills & Experience:
• U.S Citizen with DoD Secret clearance or above
• Security+
• Information Assurance Technical (IAT) Level of II or above
• 2+ years’ experience in any one or combination of O365, Active Directory or other cloud based system, and troubleshooting experience
• Passionate about delivering the ultimate customer experience
• Demonstrated professionalism in resolving customer issues
• Success at working in a team environment where a customer obsessive culture is paramount
• Demonstrated problem-solving skills including: identification of issues, obstacles and opportunities and development and implementation of effective solutions
• Demonstrated ability to think on your feet and take a methodical approach to troubleshooting.
• Commitment to meet and exceed individual and team KPIs
• Excellent written and verbal communication skills
• Understanding of O365 Suite and environment
• Understanding of O365 capabilities, plans, service descriptions and features
• Experience with desktop administration
• Experience with remote desktop support
• Knowledge of concepts and best practices relative to call center methodologies
• Excellent knowledge and troubleshooting experience in support of legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.)
Demonstrated Insight: the best and the brightest thinking with the capacity to gain an accurate and deep understanding
Demonstrated Execution: ability to take action and follow through
Demonstrated Results: ability to makes a difference by successfully exceeding expectations on established metrics
Desired Skills & Experience:
Experience working with US Army clients
Experience with Defense Enterprise Email
Experience working with NIPRNet and/or SIPRNet
At least 4 years’ experience with Microsoft Windows operating system environment
Experience with server and network administration (Windows and/or Linux)
Experience with ITIL methodologies and best practices
Experience with SCCM
Experience with server & network administration
Understanding of DNS
Experience with POP/IMAP/SMTP
A+, Network+, CISSP, or MCP certification
Concepts of Networking Fundamentals
Microsoft Visio Experience with the following technologies:
Active Directory
Microsoft Exchange Server
Microsoft Server
Microsoft SharePoint
Microsoft Lync / Skype for Business
Microsoft SQL Server Management Experience with the following troubleshooting scenarios
• O365 set up from start to finish
• Office Suite installation and Activation
• OneDrive synchronization application troubleshooting
• Outlook configuration using POP, IMAP or Autodiscover service
• Mail flow configuration and troubleshooting
Company Description
We are GDT. We are the 6th largest Cisco VAR in North America. We pride ourselves in hiring the brightest minds who thrive in an autonomous environment. Our talented employees all share key characteristics: Warrior Spirit – accepts, tackles, conquers challenges, thrives in an autonomous environment, be a leader while accepting leadership Thought Leaders – “Out of the box” mentality and approaches, total cost of ownership on each and every project, continual drive to pave the way to the cutting edge. Highly consultative skills – engage with your peers, but also just as comfortable engaging with your client on project status and best practices. If you possess these characteristics and are looking for your next challenging career, then we want to hear from you!