Customer Technical Support Representative 5 (SCA)
About The Position
The Tier 2 Enterprise Email & Mobility Support (DEOS) position for the DHA Global Service Center provides enterprise-level support for a hybrid identity tenant, user lifecycle governance, mobile device security, and compliance workflows. The team works with technologies and processes including Microsoft Entra ID (Azure AD), Microsoft 365, Intune, Apple Business, Purebred, Active Directory, PowerShell, and DD Form 2875 SAAR compliance. It collaborates with other Identity and Access Management teams, including T3 Tenant administrators and Engineering, and serves as the primary interface among the DHAGSC, local sites, and other Tier support within DHA J6. The role is based onsite in San Antonio, Texas.
Requirements
- High school diploma or equivalent.
- At least 5 years of overall experience in Identity and Access Management practices.
- Familiarity with Microsoft tenant administration, including Azure, Security, Identity, Exchange, Teams, and Intune.
- U.S. citizenship.
- Public Trust clearance or ability to obtain one.
- Current active IAT II certification (Security+) to comply with DoD 8570 and DoD 8140.03 requirements.
- Advanced proficiency in Microsoft 365, Azure, Active Directory, and Intune.
- Direct experience handling government or defense access forms such as DD2875 (SAAR).
- Collaborative teamwork capabilities in a call center environment.
- Excellent written and verbal communication skills, professional writing skills, and intermediate to advanced Microsoft Office skills.
- Team leadership skills.
Nice To Haves
- Bachelor’s degree in an IT- or math-related field, or equivalent experience; additional years of experience may be substituted for a degree.
- Experience working within Military Health environments.
- Familiarity with the ServiceNow (MHS-SHD) ITSM ticketing system.
Responsibilities
- Manage Azure AD/Entra ID and mJAD Active Directory infrastructure.
- Provide operational support and expert guidance to leadership on Microsoft 365 licensing, eligibility validation, and compliance.
- Oversee role-based access control (RBAC), multi-factor authentication (MFA), and conditional access policies.
- Configure and secure mobile devices and endpoints using Microsoft Intune and other mobile device management solutions.
- Provide user support for remote access tools, including Application Virtualization Hosting Environment (AVHE) and Azure Virtual Desktop (AVD).
- Process and audit System Authorization Access Requests, including legacy and modernized DD-2875/SAAR workflows.
- Guide mid-level access management analysts, support operational tasks, and enforce Zero Trust security standards.
- Develop and maintain knowledge base articles and service catalog items.
- Adhere to ServiceNow best practices for code reusability, performance, and maintainability.
- Collaborate with Identity and Access Management teams, T3 Tenant administrators, Engineering, local sites, and other DHA J6 tier support.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Health savings account
- Short- and long-term disability
- Employee assistance program (EAP)
- Parental leave
- 401(k)
- Paid time off for vacation
- Company-paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
