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Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field; in lieu of a degree, a minimum of ten years of relevant professional experience.
- Demonstrated ability to perform enterprise systems administration and advanced technical support in a Microsoft-based environment.
- Hands-on knowledge of Azure, Active Directory, Microsoft 365, Windows operating systems, PowerShell automation, software deployment, patching, network troubleshooting, and workstation security.
- Ability to conduct root-cause analysis, recognize broader system impacts, and prepare clear, complete, technically accurate incident documentation.
- Strong working knowledge of network protocols, firewalls, access controls, system hardening, vulnerability remediation, endpoint security, backup, and recovery practices.
- Ability to support enterprise applications across current, legacy, and evolving versions and to learn EEOC-specific tools and procedures.
- Professional command of the English language and the ability to communicate effectively with end users, technical teams, business stakeholders, vendors, and Government management.
- Ability to work on-site at EEOC Headquarters during the required operating window and perform occasional approved local or domestic travel or weekend support, as needed.
- Must currently possess or be able to favorably complete the required five-year employment background investigation for a Public Trust position, normally initiated through Standard Form 85P, and meet applicable OPM suitability standards.
Duties:
- Provide advanced end-user and business-functional support for incidents that cannot be resolved through Tier 1 or Tier 2 support.
- Review and validate escalations; perform advanced troubleshooting and root-cause analysis; determine whether issues are isolated or system-wide.
- Classify incidents, analyze related tickets and historical trends, and document technical findings, business impact, approvals, resolution, and closure details in the service ticketing system.
- Administer Microsoft Azure, Active Directory, and Microsoft 365, including user accounts, group policies, permissions, access controls, SharePoint, OneDrive, Teams, and Power Apps.
- Maintain and improve automation and continuous build, integration, and deployment infrastructure across multiple environments using PowerShell and other approved utilities.
- Monitor network performance; troubleshoot connectivity; support network protocols, firewalls, infrastructure, and network security requirements.
- Install, update, patch, configure, test, integrate, and troubleshoot enterprise applications across the EEOC network.
- Support the EEOC Windows 11 migration, including planning, application compatibility testing, configuration, administration, deployment, troubleshooting, documentation, and consultation.
- Maintain operating systems and workstation configurations in accordance with United States Government Configuration Baseline (USGCB) requirements.
- Implement workstation security policies, monitor threats, apply system-hardening procedures, and complete approved vulnerability remediation actions within established timelines.
- Coordinate with EEOC security operations personnel to perform desktop virus scans, remediate infected systems, and conduct approved desktop data recovery and backup activities.
- Configure and manage mobile devices and provide technical support for Microsoft products, hardware, software, user accounts, and connectivity issues.
- Install and remove user applications; relocate and configure computers; securely wipe hard drives; complete inventory documentation; and prepare equipment for approved reuse or storage.
- Write and test software installation scripts and resolve application configuration, integration, and deployment issues.
- Provide comprehensive administration, maintenance, troubleshooting, configuration, integration, and sustainment support for current, legacy, upgraded, and newly introduced EEOC software and technologies.
- Coordinate with functional analysts, technical teams, business process owners, vendors, and EEOC management to resolve complex incidents and restore service.
- Follow ITIL-aligned incident, problem, change, and service-management practices and comply with applicable EEOC, NIST, privacy, security, and Section 508 requirements.
- Maintain current technical knowledge and complete required training to support EEOC's evolving enterprise environment.
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