Microsoft 365 Administrator- EHRA

State of North Carolina•3700 Wake Forest Road Wake, NC

2d•$81,504 - $122,256•Hybrid

About The Position

The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC, providing services to state and local government agencies, as well as schools, colleges, and universities. NCDIT’s mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. This position may be eligible for hybrid remote work but requires weekly onsite work. The primary focus is to serve as an Enterprise Collaboration Services (ECS) administrator for the state’s enterprise Microsoft 365 cloud environment and its associated services, including eSignature, Mailman list services, and AvePoint management tools. The individual will develop Subject Matter Expertise in Microsoft 365 services over time while providing Tier 2 operational support. This includes collaborating within a team environment to manage daily service operations, resolve Incidents and Service Requests, and apply ITIL‑based processes. The position may also support complex initiatives or projects and serve as an escalation point for Tier 1 analysts, particularly in designated SME areas. This role additionally serves as the SME for employee onboarding. The position is highly technical and may require occasional off‑shift, on‑call, or weekend work.

Requirements

Bachelor's degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and two years of experience in business application consulting or development; or Associate degree in computer science or an IT related field from an appropriately accredited institution and three years of experience in application consulting or development; or High School or General Educational Development (GED) diploma and six years of experience in business application consulting or development; or an equivalent combination of education and experience.
Requires a fingerprint-based background search. Hires must agree to a fingerprint-based background search prior to being hired.

Nice To Haves

Direct experience in Microsoft 365 cloud infrastructure service administration and support.
Experience with cloud-based application suites such as Microsoft Office 365 in a Windows environment.
Experience working with various Email solutions and software clients such as Exchange Online and Outlook.

Responsibilities

Provide Tier 2 operational support for Microsoft 365 and related ECS cloud services, including incident resolution and service request fulfillment.
Troubleshoot and resolve complex technical issues, ensuring timely delivery that meets Service and Operating Level Agreements.
Collaborate with the Service Desk to improve First Call Resolution and support knowledge transfer to Tier 1 analysts.
Execute approved changes following established Change Management processes, and stay current on Microsoft 365 roadmap updates.
Support cloud security services using Microsoft Defender tools and other approved security technologies.
Maintain accurate documentation and reporting within the ITSM tool while following all NCDIT policies and procedures.
Participate in the on-call rotation and provide escalation support as needed.