Tier II Technical Support Specialist (Messaging Client Support)

Job Description

Job Description

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

Requirements

• Bachelors' Degree
• Minimum 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.

Pagers and Laptops Contractors may be required to carry an on-call device to respond to off hours support requests. Contractors are to respond per on-call guidelines.

Guidelines will be provided by management prior to any rotational on-call engagement.

Travel Travel may be required. There are usually no more than six trips per year and they are usually for 1-5 days

Benefits

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.

We hold three ISO certifications (27001 : 2013, 20000-1 : 2011, 9001 : 2015) and two CMMI ML 3 ratings (DEV and SVC).

Industry Recognition

Growth Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal : Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

• Culture Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal : Best Places to Work, Corporate Diversity Index Winner Mid-Size Companies, Companies Owned by People of Color;
• Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand;

Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer great benefits Competitive Paid Time Off, Medical, Dental and Vision Insurance, Identity Theft Protection, Legal Resources Coverage, 401(k) with company matching with NO vesting period.

ITC Health benefits have a $0 premium for certain plans for eligible employees.

We invest in our employees Every employee is eligible for education reimbursement for certifications, degrees, or professional development.

Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking.

We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard, we play hard. ITC is committed to incorporating fun into every day. We dedicate funds for activities virtual and in-person e.

g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas / events.

We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

AAEO & VEVRAA

ITC is an Affirmative Action / Equal Opportunity employer and a VEVRAA (Vietnam Era Veterans' Readjustment Assistance Act) Federal Contractor.

As such, any personnel decisions (hire, promotion, job status, etc.) on applicants and / or employees are based on merit, qualifications, competence, and business needs, not on race, color, citizenship status, national origin, ancestry, sexual orientation, gender identity, age, religion, creed, physical or mental disability, pregnancy, childbirth or related medical condition, genetic information of the employee or family member of the employee, marital status, veteran status, political affiliation, or any other factor protected by federal, state or local law.

ITC maintains a strong commitment to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity.

We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As a part of our VEVRAA compliance efforts, ITC has established an affirmative action plan that outlines our commitment to the recruitment, hiring, and advancement of protected veterans.

This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law.

Providing this information is voluntary, and it will not impact your eligibility for employment.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to IT Concept Positions- Please click on the : Apply for this Job button at the bottom of this Job Description or the button at the top : Application.

Please upload your resume and complete all the application steps. You must submit the application for IT Concepts to consider you for a position.

If you need alternative application methods, please email [email protected] and request assistance.

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

If you need to discuss reasonable accommodations, please email [email protected].