Microsoft 365 Administrator- EHRA

This position may be eligible for hybrid remote work in accordance with state policy and the agency’s remote work program but does require weekly onsite work.

The primary focus of this position 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 in this role 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.

What you’ll do:

• 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.

About the Division: The NC Department of Information Technology (DIT) is the primary IT solutions partner for the State of North Carolina supporting its state agencies, local governments, and educational institutions.

The Department is dedicated to transforming the state’s shared IT services by adopting modern technology solutions and improving communications and collaboration platforms to meet the customers’ needs, while effectively managing risks and security.

The DIT Enterprise Collaboration Services (ECS) team’s mission is to provide enterprise-level communication and collaboration services that improve the productivity and efficiency for the workforce in state government and other authorized government and public-sector entities with our core clientele being state Executive Branch agencies. More than 65,000 public servants rely on our enterprise-level communication and collaboration capabilities through our Microsoft 365 core cloud services including Exchange Online Email, SharePoint, OneDrive, Teams, and Power Platform. Customers also rely on our ability to manage their data Security and Compliance through Defender, Purview, and eDiscovery services. DIT ECS makes ongoing improvements through modernization and lifecycle management to keep up with technological changes and our customers’ business and operational needs, enabling them to serve their constituents more effectively and efficiently.

Do you have a High school diploma or GED?, * 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.

This position requires a fingerprint-based background search. Hires must agree to a fingerprint-based background search prior to being hired., Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

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.

Salary Range: $81,504-$122,256

The position is designated Statutory Exempt (EHRA) and is exempt from the State Human Resources Act.

Are you ready to take the next step in your career?

The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of 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. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable, high-speed internet.