EEDM Analyst

The EEDM Analyst is part of a team responsible for managing and administrating the hybrid Active Directory, Exchange, and Mobility infrastructure for a large enterprise. The analyst will process tickets escalated to the team, consulting with other team members to find resolution, and provide good customer service while interacting with end-users. In addition to these core duties, the analyst will also assist managing several COTS applications that provide services and support to the Enterprise. The analyst is expected to maintain and manage these services at a level of quality acceptable to the government customer. The analyst will help develop, review, and implement methods for improving processes and workflow; evaluate, report, and develop improvements to the performance of the EEDM infrastructure; and manage and maintain third-party software to keep within vendor-defined software lifecycles. As part of continuous process improvement, the analyst will play a critical, proactive role in reporting problems; tracking and reporting issues and/or error trends; and monitoring the results of changes implemented on the responsible systems. The EEDM Analyst will be required to participate in both long-term projects and troubleshooting efforts in the event of outages.

Core duties include, but are not limited to:

• Manage all aspects of the active directory and exchange infrastructure to include monitoring, account creation, group policy, and other domain task of a 30,000+ user worldwide enterprise.
  
• Provides support for implementation, troubleshooting and maintenance of IT systems.
  
• Provide integration support for new applications/systems migrated into or created directly in the team's managed environment.
  
• Provide escalation and communication support to agency management and internal customers.
  
• Provide incident and problem identification, diagnosis, dispatch, and resolution support.
  
• Manages IT system infrastructure and any processes related to these systems.
  
• Create/Manage Active Directory user accounts in the domain.
  
• Modify existing Active Directory user accounts in the domain by updating user information, adding/removing the account to/from security groups, and moving accounts between Organizational Units (OUs).
  
• Disable or delete inactive and out-processed user accounts.
  
• Manage Enterprise E-mail user accounts, as well as Organizational Mailboxes, Distribution Lists, and other non-persona entities (NPEs).
  
• Review new account requests from site technical staff to ensure required forms are filled out correctly and contain all required signatures.
  
• Escalate tickets to appropriate internal teams, or vendor as required.
  
• Provide After Action Reports and or lessons learned, following major outages.
  
• Evaluate performance and recommend changes to reduce the types of incidents and problems impacting the daily operations of the IT Infrastructure.
  
• Ensure the change management procedures are followed across the enterprise.
  
• Provide reports to management and other groups.
  
• Participate in on-call rotation.
  
• Communicate with end users via IM, phone call or email as necessary.
  
• Create or update application, process/procedure, and system documentation as needed.
  
• Maintain applications managed by EEDM, including reviewing application best practices, how-tos, known issues, whitepapers, and version upgrade release notes from software vendors; plan for, and execute, software and OS upgrades while minimizing downtime.
  

Required Skills:

• Associate's degree in related field or equivalent experience.
  
• 5 years of experience in IT support or related field.
  
• 2 years of experience providing System Administration or similar support.
  
• 1 year of experience managing and supporting features in the M365 suites, including Azure apps and app registrations, SSO/SAML configuration and troubleshooting, conditional-access policies, MFA, Privileged Identity Management (PIM)/just-in-time access.
  
• At least one of the following new versions of Microsoft Associate certifications. Certification must be achieved no later than 60 days after hire:
  
  
  
  • Microsoft Certified: Azure Administrator Associate
    
  • Microsoft 365 Certified: Identity and Access Administrator Associate
    
  • Microsoft 365 Certified: Enterprise Administrator Expert
    
  
  
• Experience in all aspects of Active Directory (i.e. DNS, Group Policy, PKI, Trusts, etc.).
  
• Demonstrated ability to lead troubleshooting for issues both known and unknown across all manner of applications/products to include vendor support if required.
  
• Has an understanding of the OSI Model.
  
• Experience with PowerShell, managing Active Directory objects in a hybrid on-prem and AzureAD/M365 environment, creating scripts on-demand and for automation of tasks.
  
• Knowledge of Virtualization in a Windows environment, such as Hyper-V.
  
• Experience administrating cloud environments, such as AWS or Microsoft Azure, such as managing accounts, email and virtual machines. Terraform, or similar automation tool experience, a plus.
  
• Proven ability to provide technical recommendations to solve short- and long-term issues.
  
• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
  

Preferred Skills:

• Microsoft 365 Certified: Enterprise Administrator Expert certification.
  
• Familiar with Privileged Access Management (PAM) device or software.
  
• Basic understanding of IT Security Standards, including the NIST Cybersecurity Framework.
  
• Experience using system monitoring tools, such as SCOM, Splunk, TrueSight, etc.
  
• Exposure to PKI infrastructure and certificate-based access.
  
• Experience using ITSM ticketing systems, such as ServiceNow.
  
• Experience with report creation and use of Axonius.
  
• Experience with SCCM.
  
• Experience with Microsoft Graph.
  

Physical and/or Mental Qualifications:

Effectively communicate with customers, stakeholders, and technical specialists.

EOE, including Disability/Vets.

Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.