Customer Technical Support Representative 5 (SCA)

The Tier 2 Enterprise Email & Mobility Support (DEOS) position for the DHA Global Service Center oversees enterprise level support in a hybrid identity tenant, user lifecycle governance, mobile device security, and compliance workflows. Key technologies and processes include Microsoft Entra ID (Azure AD), Microsoft 365, Intune, Apple Business, Purebred, Active Directory, PowerShell, and DD Form 2875 SAAR compliance The DEOS team supports and collaborates with other Identity and Access Management Teams, including T3 Tenant admins and Engineering, and serves as the primary interface for collaboration between the DHAGSC, local sites and other Tier support within DHA J6.

Responsibilities:

• Identity Administration: Manage Azure AD/Entra ID and mJAD Active Directory infrastructure.
• License Management: Provide expert guidance and operational support to leadership on Microsoft 365 licensing guidance, eligibility validation and compliance.
• Access Governance: Oversee Role-Based Access Control (RBAC), multi-factor authentication (MFA), and conditional access policies.
• Endpoint & Mobile Support: Configure and secure mobile devices and endpoints via Microsoft Intune and other MDM solutions.
• Remote Access: Provide user support for remote access tools including Application Virtualization Hosting Environment (AVHE) and Azure Virtual Desktop (AVD).
• Compliance & Authorization: Process and audit System Authorization Access Requests, including legacy and modernized DD-2875/SAAR workflows.
• Team Leadership: Guide mid-level access management analysts, support operational tasks, and enforce Zero Trust security standards.

Skills:

• Advanced proficiency in Microsoft 365, Azure, Active Directory, and Intune.
• Direct experience handling government or defense access forms like the DD2875 (SAAR)
• Proven collaborative teamwork capabilities within a call center environment.
• Excellent written and verbal communication skills
• Develop and Sustain Knowledge Base Articles and Service Catalog Items
• Ensure code quality by adhering to ServiceNow best practices for reusability, performance, and maintainability
• Team leadership, strong communication skills, professional writing skills, and intermediate to advanced Microsoft Office skills.

Basic Qualifications:

• HS Diploma/equivalent and minimum 5 years of overall experience in Identity and Access Management practices
• Familiarity with Microsoft Tenant Administration: Azure, Security, Identity, Exchange, Teams, Intune
• Must be a US Citizen
• Public Trust Clearance/ or ability to obtain one
• Primary work location in San Antonio, TX on site
• Current active IAT II certification (Security+) to comply with DoD 8570 and DoD 8140.03 requirements

Preferred Qualifications: 

• Bachelor’s degree in an IT or math related field/or equivalent experience. Additional years of experience can be substituted in lieu of degree.
• Experience working within Military Health environments 
• Familiarity with ServiceNow (MHS-SHD) ITSM ticketing system