Founded in 2003, IT Concepts' core values – customer-centricity, teamwork, driven to deliver, innovation, and integrity – ensure we work together to be the best, realize objectives, and make a positive impact in our communities. We intentionally created and sustain our ITC culture that embraces change, experimentation, continuous learning, and improvement. We bring our design thinking problem-solving approach that challenges assumptions, prioritizes curiosity, and invites complexity to deliver innovative, efficient, and effective solutions. As we continue to grow in the support of our government customers, we are looking for driven and innovative individuals to join our team.
IT Concepts is looking for an experienced Messaging Client Support Specialist to support our engagement with the Social Security Administration to support the Agency's Electronic Messaging and Collaboration Infrastructure. The ideal candidate will provide a high level of 2nd tier customer support for our M365 environment with a specific focus on the Outlook, Skype, and Teams' clients.
The Social Security Administration (SSA) relies heavily on the Electronic Messaging and Collaboration Architecture, including Microsoft Outlook, Skype, Teams, and Exchange to communicate and collaborate with employees and components throughout the United States, other government agencies, vendors, the Disability Determination Service (DDS) Centers, benefits recipients and applicants, and a host of other sources. The Agency's Exchange architecture consists of over 12 back end (Dell) servers running Microsoft Windows 2022 and Exchange 2019. These servers are located at SSA's primary and secondary data centers. SSA also maintains a connection to Microsoft's cloud offering where it hosts more than 90% of the agency's mailboxes. The Agency's E-mail traffic is protected and secured using the following service: Microsoft's built-in anti-spam and anti-malware filters, Sophos' PureMessage, and McAfee endpoint security. The Agency's Internet email connects to the Microsoft Exchange Infrastructure providing pickup and delivery of Simple Mail Transfer Protocol (SMTP) email. The client software, Microsoft Outlook, is included with every workstation that is in use throughout our network, allowing every employee access to email. In addition, client instances of Microsoft Teams and Skype are also available to every employee within the agency. The Agency's Electronic Messaging and Collaboration Infrastructure requires technical support and administration on an ongoing basis.
Responsibilities: Communicate daily (both written and orally) with SSA's customer base (FO's, DDS', OHO, etc.). Communications should be intelligible, concise, and effective. Since this role requires regular customer engagement, it is imperative that this communication requirement be given top priority.Install, upgrade, and test Microsoft Outlook, Skype, and Teams' clients.Troubleshoot and resolve issues related to Microsoft Outlook, Skype, and Teams' clients.Collaborate with 3rd tier or vendor support teams as necessary. Teams include (but not limited to): Exchange and Messaging support, Active Directory (AD) support, Office of Information Security (OIS), as well as Microsoft Cloud support teams.Upon request, engage in projects concerning M365; especially if one it is one of the following services: Outlook, Skype, or Teams.Develop best practices or knowledge base article and-or updates concerning M365; especially if one it is one of the following services: Outlook, Skype, or Teams.Monitor, initiate, update, and-or respond to incidents via the agency's ITSM system. Adhere to incident prioritization, categorization, and documentation requirements.Upon request, login and engage with customers via our ACD (automatic call distribution).Clearance Requirements: Ability to obtain and maintain a public trust clearance.Location: Hybrid at Woodlawn, MD
Salary Range: $80,000 - $90,000
Minimum Qualifications: Bachelors' DegreeMinimum of 8 years support experience with Microsoft Outlook, Skype, Teams, and M365 in an Active Directory and Cloud environment.Experience with customer technical support and routing/escalating requests.Collaborate with support team members on solutions.Ability to qualify for Public Trust Suitability.Hours and Location of Service: Full-time support is required within a flexible band of 6:00 a.m. to 6:00 p.m., Monday through Friday, excluding Federal holidays. However, individual schedules shall be set in response to the needs of the Government. Note: This position requires 9:30 am - 6:00 pm coverage. After hours and weekend support may be required and will be coordinated with the contractors in advance. Depending upon the projects assigned, contractors may be required to report for duty during periods of inclement weather and other emergency situations. If a contractor is required to report for duty, the Task Manager, or an assigned alternate, will personally notify the contractor's Program Manager, or an assigned alternate.The Company: We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let's solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.
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