Job Summary: The Messaging Specialist - Senior provides enterprise messaging administration and support for DOI/IA and BIE email and associated collaboration services. The current environment is based on
Microsoft 365 Exchange Online (GCC) and includes email, calendaring, cloud-based email archiving/journaling, collaboration capabilities, and mobile-device support. The position provides advanced messaging troubleshooting, operational monitoring, account administration, mobility support, documentation, and technical guidance while helping maintain reliable access to enterprise email services.
Key Responsibilities- Provide system administration and operational support for current and future DOI/IA and BIE enterprise email and associated messaging services.
- Support Microsoft 365 Exchange Online GCC, including email, calendaring, message tracking, accounts, mail flow, and related services.
- Create and remove mailbox accounts in accordance with DOI/IA procedures and security policies.
- Monitor mailbox storage utilization and prepare recurring storage reports for OIT.
- Monitor the DOI/IA messaging environment for failures involving mail flow, calendaring, scheduling, message tracking, and other messaging services.
- Use tools such as Exchange Admin Center to monitor and troubleshoot messaging operations.
- Resolve escalated Tier I and Tier II email problems and ensure unresolved issues are appropriately escalated to higher support tiers.
- Monitor the DOI/IA ticketing environment, maintain accurate incident records, and support timely resolution of messaging issues.
- Recommend improvements to messaging architecture, upgrades, migrations, and operating procedures.
- Contribute technical analysis, cost-benefit information, and project-planning input for enterprise messaging enhancements.
- Support approved mobile-device management solutions, including device registration, accounts, email, applications, documents, smartphones, and tablets.
- Support government-furnished iPhone, iPad, Android phone, and Android tablet messaging requirements.
- Develop and maintain user guidance and "How-to" documentation covering email, calendaring, reminders, notes, tasks, and other messaging functions.
- Support enterprise email upgrades and migrations by documenting maintenance, conversion, implementation, setup, and operating procedures.
- Provide support for FOIA, Inspector General, litigation, and other approved records-search activities involving the enterprise email records environment.
- Support existing rapid-notification capabilities and future internal SMTP relay infrastructure for email-capable systems and devices.
- Monitor messaging-related antivirus services for virus activity, mail backlog, pattern-file issues, and other operational problems.
- Participate in technical meetings regarding changes to the OIT environment and provide messaging subject matter expertise.
- Prepare weekly status reporting covering completed work, outstanding deliverables, risks, recommendations, and opportunities to improve messaging performance.
- Develop and maintain messaging SOPs, process flows, operational procedures, and technical documentation.
- Provide senior technical guidance to support staff and coordinate complex incidents with OIT, security, application, network, and service-center personnel.
Required Qualifications- Significant enterprise messaging or Microsoft Exchange administration experience.
- Strong experience with Microsoft 365 / Exchange Online administration and troubleshooting.
- Experience administering user mailboxes, mail flow, calendar services, account provisioning, and message tracking.
- Experience troubleshooting complex messaging incidents in a large enterprise environment.
- Working knowledge of enterprise mobile-device and email configuration.
- Experience using ticketing/service-management processes for incident escalation and resolution.
- Ability to create technical procedures, SOPs, process flows, user guidance, and operational reports.
- Strong customer-service and communications skills, including the ability to explain technical issues to both technical and nontechnical users.
- Ability to provide senior-level technical guidance and work independently on complex messaging issues.
Preferred Qualifications- Experience with Microsoft 365 Government Community Cloud (GCC) environments.
- Experience with Exchange Admin Center and Microsoft 365 administrative tools.
- Microsoft 365 or Exchange-related certification.
- Experience supporting federal enterprise email environments.
- Experience with enterprise records discovery, FOIA, litigation-support, or email archiving systems.
- Familiarity with SMTP relay infrastructure and application-generated email systems.
- Experience with enterprise mobile-device management solutions.
- DOI, BIA, or BIE environment experience
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