Systems Administrator III

Systems Administrator III (MS Entra ID) Location: Remote Type: Full Time Minimum Experience: Experienced Security Clearance Level: Must be clearance eligible *The clearance level stated above must be met for consideration for this specific opportunity. Unfortunately, TGTG is unable to sponsor at this time. Military Veterans and individuals with disabilities are encouraged to apply!   The Green Technology Group, LLC (TGTG) is seeking a talented System Administrator.  Essential Duties & ResponsibilitiesDescription: The Department of Veterans Affairs (VA) Office of Information & Technology’s (OIT) Communication Collaboration Services (CCS) and Endpoint Engineering (EE) mission is to deliver high-quality, effective IT services to support veterans' healthcare by managing and maintaining enterprise systems, including Entra ID Business-to-Business (B2B), Microsoft 365 applications, Active Directory, cloud and on-premise systems, to ensure seamless and efficient point-of-care and healthcare operations. We are seeking an accomplished Microsoft Entra ID Tier 3 System Administrator to support the inter-agency B2B collaboration team within our Enterprise Messaging, Collaboration, Authentication, and Office 365 Services Support program for the Department of Veterans Affairs (VA). The Tier 3 System Administrator will support a dedicated Help Desk Team responsible for managing VA’s enterprise Entra ID B2B tickets in the Microsoft 365 environment. This role requires proven experience assisting end users in resolving a broad range of technical issues. The ideal candidate will demonstrate professionalism, meticulous attention to detail, and exemplary patience. Key responsibilities include providing remote administration and troubleshooting for end user challenges, as well as expertise in resolving Microsoft Entra ID B2B technical matters. The position also encompasses managing and mentoring Help Desk Team members, maintaining the ticket queue to meet established SLAs, developing comprehensive knowledge articles, and ensuring adherence to federal regulations, VA policies, and security standards. Effective collaboration with cross-functional teams to optimize help desk operations is essential. This is a full-time remote position.  Applicant must be a U.S. citizen or permanent resident and must be able to obtain a Public Trust. Veterans are encouraged to apply. Responsibilities:

• Implement and manage Tier 1-3 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 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.
• 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

 Required Skills & Experience

• 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. 
• 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.

 

TGTG is an equal-opportunity employer. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state, or local law.

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