Full-Time Systems Administrator III

• Implement and manage Tier 1-3 help desk functions for B2B, Microsoft 365, and related applications.
• Resolve IT issues in a high volume, fast paced environment.
• Use the VA’s Service Now system to receive, update, and close out tickets.
• Creating & maintaining Standard Operating Procedures and Knowledge Articles for the Help Desk’s use.
• Analyze, report, and clearly present metrics on daily Help Desk ticket logs, and provide corrective action as required.
• Clearly articulate Help Desk accomplishments and upcoming activities to management and client.
• Serve on the Entra ID B2B Help Desk by handling tickets and issues as well as training and mentoring resources.
• Provide Tier 1 through Tier 3 support services, ensuring issue resolution and user satisfaction within 24 hours
• Incident support, and security event management to ensure security compliance and incident mitigation.
• Conduct research on special topics and recommend solutions to government clients.

• Bachelor’s degree in computer science, electronics engineering or other engineering or technical discipline is required. 8 years of additional relevant experience may be substituted for education
• 5 Years of relevant experience
• Create plans to ensure effective management, operations, and maintenance of systems and/or networks.
• Able to prioritize work and identify high risk critical problems and dedicate appropriate resources.
• Provided IT Help Desk support to multiple work sites.
• Performed basic administration of MS Entra ID or Active Directory.
• Utilized MS Office, VPN, MS SharePoint, and Teams in daily operations.
• Demonstrated customer service, communication, and organizational abilities.
• Diagnosed issues and delivered instructions to users with varying levels of technical knowledge.
• Applied troubleshooting and problem resolution skills for software-related issues.
• Supported Microsoft 365, Azure AD, SharePoint Online, Exchange Online, and related cloud and on-premises systems.
• Understood federal cybersecurity standards, VA security protocols, and security documentation.
• Maintained communication, documentation, and coordination skills.
• Familiar with Microsoft 365, Entra ID (Azure Active Directory), SharePoint, Teams, and enterprise software deployment workflows.
• Understood change management, configuration management, and cybersecurity protocols.
• Developed, implemented, and maintained Knowledge Articles and other Governance documentation.
• Communicated in written and verbal form with clarity and brevity for government clients.
• Applied analytical skills and attention to detail.

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