Customer Technical Support Representative 5 (SCA)

Peraton • San Antonio, TX

5d • Onsite

About The Position

The Tier 2 Enterprise Email & Mobility Support (DEOS) role for the DHA Global Service Center provides enterprise-level support across a hybrid identity tenant, user lifecycle governance, mobile device security, and compliance workflows. The team uses technologies and processes including Microsoft Entra ID (Azure AD), Microsoft 365, Intune, Apple Business, Purebred, Active Directory, PowerShell, and DD Form 2875 SAAR compliance. The position collaborates with Identity and Access Management teams, including T3 tenant administrators and Engineering, and serves as a primary interface among the DHAGSC, local sites, and other DHA J6 support tiers.

The role is based onsite in San Antonio, Texas. Candidates must be U.S. citizens, hold an active IAT II certification (Security+), and have a Public Trust clearance or be able to obtain one. The stated target salary range is $51,000–$82,000. Eligible employees may receive benefits including medical, dental, vision, life, health savings account, short- and long-term disability, EAP, parental leave, 401(k), paid time off, and company-paid holidays. Depending on the position, employees may also be eligible for overtime, shift differential, and a discretionary bonus.

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+), in compliance 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.
• Team leadership, professional writing skills, and intermediate to advanced Microsoft Office 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 leadership with guidance and operational support 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.
• Collaborate with Identity and Access Management teams, T3 tenant administrators, Engineering, local sites, and other DHA J6 support tiers.
• Develop and maintain Knowledge Base Articles and Service Catalog Items.
• Follow ServiceNow best practices to ensure code reusability, performance, and maintainability.

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 (PTO) for vacation
• Company-paid holidays
• Potential eligibility for overtime, shift differential, and a discretionary bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED