Systems Administrator II

Summary

Join The Green Technology Group, LLC (TGTG) as a System Administrator II supporting the Department of Veterans Affairs (VA). This full-time remote position requires a clearance eligibility and focuses on providing Tier 2 support for Microsoft Entra ID B2B within the Microsoft 365 environment. You will resolve technical issues, mentor Help Desk team members, manage tickets, create knowledge articles, and ensure compliance with federal regulations. The ideal candidate possesses strong troubleshooting skills, excellent communication, and experience with Microsoft Entra ID and related applications. This role involves collaboration with cross-functional teams and requires a Bachelor’s degree or equivalent experience.

Requirements

• 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
• 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
• Hs extensive knowledge of a wide variety of systems and networks to include high volume/high availability systems
• 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
• Worked independently with minimal supervision, delivering both technical and non-technical support to multiple users
• Remained at a workstation for extended periods as necessary
• 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
• Identified and mitigated program risks
• Communicated in written and verbal form with clarity and brevity for government clients; developed work products that met professional quality standards with minimal supervision
• Organized workload, completed tasks on time, proactively sought assignments, and contributed suggestions for client delivery improvements
• Applied analytical skills and attention to detail
• Must be clearance eligible

Responsibilities

• Implement and manage Tier 1-2 help desk functions for B2B, Microsoft 365, and related applications, ensuring timely resolution of tickets and user support requests in alignment with SLA response times
• Resolve IT issues in a high volume, fast paced environment
• Use the VA’s Service Now system to receive, update, and close out tickets
• Continually monitor queues to manage workload and provide end-user assistance throughout the entire lifecycle of a ticket
• 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
• Support Help Desk Operations as a Team.  VA anticipates the following number of support requests or tickets based on portfolio tier: Full B2B organization integration: approximately 40 Tickets per month per site or per program. Partial B2B organizational or ‘Shared Team’ type of integration: approximately 20 Tickets per month per site or per program. Individual contributor support: approximately 500 per month
• Provide Tier 1 through Tier 2 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
• Work proactively and independently to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
• Prepare and deliver the EMCAO program deliverables
• Perform related duties as assigned by supervisor
• Work after hours if needed