SkyePoint Decisions is a leading Cybersecurity Architecture and Engineering, Critical Infrastructure and Operations, and Applications Development and Maintenance IT service provider headquartered in Dulles, Virginia with operations across the U.S. We provide innovative enterprise-wide solutions as well as targeted services addressing the complex challenges faced by our federal government clients. Our focus is on enabling our clients to deliver their mission most efficiently and effectively – anytime, anywhere, securely. We combine technical expertise, mission awareness, and an empowered workforce to produce meaningful results.

As a SkyePoint employee you will be given the opportunity to design, configure, and deploy some of the IT industry’s latest products and services to ensure that our most critical customers maintain the ability to securely communicate and collaborate to meet mission demands.  In your new role you will share and partner with other like-minded, dedicated professionals to review your thoughts and ideas to improve upon and deploy new enterprise IT infrastructures and configurations. You will utilize not only your existing enterprise IT skills and talents to meet your customer’s needs, but also draw upon those new skills that you will learn in your new role. Your ideas and contributions will matter.

This is a contingent position based upon customer approval.

SkyePoint Decisions is seeking a Tier 3-level Microsoft Teams Administrator to support the Department of State (DOS) Bureau of Information Resource Management (IRM).

This is a hybrid position.  This person will need to go into the DC office during their first 3 weeks of employment for knowledge transfer.  From there, they will be onsite approximately 2 days/week. 

Vanguard 2.2.1 supports IRM’s Messaging Systems Office (MSO) and requires a qualified person to support the planning, deployment, configuration, and management Microsoft Teams while focusing on efficient and effective collaboration and communication in a Microsoft 365 environment. The ideal candidate will have knowledge and experience in using and supporting online collaboration software - in place of e-mail.

This program supports IRM users globally across the enterprise on a 24x7x365 basis.

Description of Duties:

• Act as incident and service request tier 2-3 escalation point for MS Teams related issues (includes telephony experience).
• Troubleshoot and/or maintain MS Call Queue, AutoAttendant, Hardphones, PSTN, phone inventory and assignments, policies, configurations, conference bridges. etc.
• Provide MS Teams administration – i.e., planning/deploying, latency, SIP and CTI Messaging, chat, channels, audio/video, calling, etc.
• Provide after-hours escalations coverage to support major incidents and projects – i.e., upgrades, patches.
• Participate in weekly technical meetings with management, engineering, and operations to provide updates on assignments and help coordinate interdependent project tasks.
• Provide input to documentation - communication plans, customer notices, and SOPs (Standard Operating Procedures).
• Respond to M365 FAQ requests and issues and support ServiceNow ticketing system.
• Provide end-user training on and documentation to support collaboration software.

• Microsoft certifications or relevant – i.e., Teams Administrator Associate.
• Experience using Teams Admin Center
• Experience with SIP and CTI Messaging.
• Troubleshooting telephone latency issues, MS Call Queue, AutoAttendant.
• Familiarity of QoS, hardphones, PSTN troubleshooting.
• Experience supporting Microsoft 365, including but not limited to SharePoint, MS Teams, Skype for Business.
• Support collaborative tools with the ability to map the features to meet a business need.
• Possess strong oral and written communication skills to escalate problems encountered.
• Experience with ServiceNow ticketing system.
• Ability to produce instructional SOPs and operational training materials.
• Demonstrate ability to develop and implement solutions to identified risks, deficiencies, and errors while maintaining service availability to end user

Required Education/Experience:

• 2-3 years supporting MS Teams issues, to include telephony experience.
• Proven experience meeting deadlines in high pressure environments.
• Strong organizational and time-management skills.
• Experience supporting collaboration tools at DOS or other Govt agencies.
• Demonstrated ability to create documentation and maintain SOPs.
• U.S. Citizenship is required.

 What We Can Offer You - 

• At SkyePoint, we go B.I.G. (beginning in GRATITUDE) by recognizing all we have and giving back to our employees, families, and communities. It instills a positive mindset that permeates all we do. By beginning in gratitude, SkyePoint can continue to spread living in gratitude each day.
• Great Benefits: Several insurance options including HMO and High Deductible plans with Health Savings Accounts [HSAs], Flex Spending Accounts [FSAs], Full Dental Plans, ST/LT Disability, Life Insurance, floating federal holiday options, and 401k matched
• Certificate Incentive Program: To promote professional development, we recognize and reward employees who obtain new certifications aligned with business needs.
• SkyePoint DoD SkillBridge Industry Partner Fellowship Program

• Flexible Work Environment

SkyePoint Decisions is an established ISO 9001:2015 and ISO/IEC 27001:2013 certified small business and appraised at CMMI Level 3 (with SAM) for Services. We possess a common vision of excellence and foster a collaborative team culture built upon individual performance and accountability. We invest in our people and systems to create value for our clients. It is the SkyePoint Way. We are grateful for the opportunity to work with exceptional people and give back to the communities we serve. Our employees value the flexibility at SkyePoint that allows them to balance quality work and their personal lives.

Skyepoint Decisions is a participating E-Verify Employer. 

SkyePoint Decisions is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. U.S. Citizenship is required for most positions.