Microsoft 365 Administrator

2 month Contract role - Microsoft 365 Administrator / Collaboration Analyst Associate

Location: Orlando area, position is remote, but must be able to go On-Site when need at the Altamonte Springs Corporate Office.

Schedule: Mon - Fri 8:00a-5:00p

Pay: $23-$25/hr

GENERAL SUMMARY:

Responsible for basic day-to-day support of applications and solutions maintained by the Enterprise Collaboration Services (ECS) team, including Microsoft Office 365, Exchange, Skype for Business, and RightFax, among others. Maintains the service level agreements by using the tools provided, such as the IT ticketing system. Creates documentation and ensures that it is accurate and up-to-date. Available by phone/IM/e-mail during normal working hours and by phone after-hours for critical issues. Part of the on-call rotation for the ECS team. Provides outstanding customer service and assists co-workers and other AIT personnel as needed.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:

· Technical

o Provides application support and customer training for Microsoft Office 365 and other collaboration-related applications.

o Performs troubleshooting of issues impacting various collaboration tools/solutions.

o Provides after-hours support for critical collaboration-related issues, as part of the on-call rotation.

o Takes ownership of collaboration-related issues when on-call and coordinates all repairs as necessary to return the server or application to its previous, normal operating condition as quickly as possible.

o Reports major issues to the appropriate leader(s) and participates in the corresponding remediation plans.

o Provides on-site support at various facilities as needed, which may include out-of-state travel.

o Participates in system downtime processes and system upgrades.

o Interfaces with vendors, auditors, and regional technical personnel to solve technical problems, prepare post incident reports, and develop best practices.

· Other

o Works independently of direct supervision from manager or designated team lead.

o Adapts work activities to sudden or unexpected changes, delays and events that directly impact current work assignments, project schedules and/or timelines.

o Prioritizes and plans all work activities, using time in an effective and efficient manner. Develops realistic action plans to complete goals and objectives.

o Accepts accountability for own actions and always works to improve individual performance, ensuring the best job possible at all times.

o Delivers high quality work, demonstrating accuracy and thoroughness in each task. Searches for methods to improve processes while promoting quality among team.

o Maintains an active, working mobile phone at all times in order to support team members and the organization as needed. Position requires that employee must have the ability to make and receive business-related phone calls and text messages 24 hours a day and seven days per week during on-call assignment. However, even when not on-call, employee should be reasonably available for technical support as needed.

o Acknowledges receipt of all service alerts or pages within 30 minutes of receiving a service call or text when on-call. Must engage in problem diagnostics of the system or application within one hour of receiving a service call or text when on-call.

o Monitors individual ticket queue and updates tickets in a timely manner, keeping customer well-informed throughout the entire process. Oversees the team's ticket queue and provides ticket trend analysis/reporting.

o Prepares documentation as required to train new staff on equipment, software, and procedures required to provide day-to-day support to our customers.

o Performs other duties as assigned or directed to ensure the smooth and efficient operation of the team/department and in order to comply with established policies and procedures.

KNOWLEDGE AND SKILLS REQUIRED:

· Solid knowledge of Microsoft Office.

· Ability to comprehend technical documentation.

· Solid verbal and written communication skills.

· Strong customer service and support skills.

· Ability to work well with people of varying levels of technical abilities.

· Ability to train and educate others.

KNOWLEDGE AND SKILLS PREFERRED:

· Familiarity with Microsoft Office 365.

· Basic knowledge of Microsoft Active Directory.

· Ability to gather, analyze, report, and present information.

· Working knowledge of ITIL principles.

EDUCATION AND EXPERIENCE REQUIRED:

· Two-year degree related to Information Technology or three years of IT experience.

EDUCATION AND EXPERIENCE PREFERRED:

· Experience supporting Microsoft Office applications.

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:

· A+ certification.