Senior Messaging Specialist

Responsibilities

• Provide support for FOIA, IG and other litigation requests to search the Enterprise Vault for emails from 2009 through 2013 that do not exist in eERDMS.
• Sustain an existing rapid notification system for the Albuquerque OIMT campus to notify Albuquerque staff of emergency situations.
• Support an existing email system for BIE, which includes Microsoft Exchange, Outlook Web Access, and access via Outlook.
• Offer migration support when government identifies a new enterprise solution for (BIE).
• Mobile device support for both messaging systems to be supported on the government's approved mobile operating systems for hardware and software.
• Provide support for a future internal SMTP relay infrastructure.
• Ensure 24x7 access to email for employees of DOI/IA through appropriate architectures and on-call support defined in this tasks location and support hours.
• Support the creation of new user accounts and delete old user accounts in accordance with DOI/IA procedures and policies.
• Provide brief training and/or "How-to documentation" on all email processes such as accessing, sending and receiving email, calendars, reminders, notes, tasks.
• Monitor accounts for data storage use. Weekly reports shall contain information on data storage that exceeds a certain amount as determined by OIMT. These reports will be uploaded to OIMT MS SharePoint site and the Federal Functional/Task Lead will be notified.
• Respond to and resolve Tier I and Tier II end-user email problems that support personnel are unable to resolve. The Contractor shall monitor the DOI/IA ticketing system in support of user issues and ensure issue is escalated properly for Tier I, Tier II and Tier III, etc. The Contractor shall provide customer relation services to ensure high customer satisfaction. Unresolved complaints shall be escalated to Federal Functional/Task Lead as necessary.
• Contribute to and recommend email architectures and upgrades. This includes providing the necessary cost benefit analysis and project plan contributions to ensure the best value and best operating environment to support DOI/IA email services.
• Support the mobile device management, configuration and support for all government-furnished mobile computing devices which includes smartphones and tablet devices such as iPhones, iPads, Android phones and tablets. Personally owned devices are not allowed for business use unless enrolled in the Personally Owned Equipment program provided by DOI. The Contractor shall also be part of the Mobile device team and shall be responsible for disseminating mobile device information and training information for both customers and support positions and shall work closely with the DOI/IA Service Center.
• Provide assistance in documenting an approach for the implementation of updates or migration of government selected enterprise email system by, creating a method of maintenance, conversion and developing the processes and procedures for the use/setup of the email system.
• Attend meetings discussing and evaluating ongoing projects and changes to the OIMT environment and DOI/IA applications. The Contractor shall provide technical expertise within scope of services when requested by DOI/IA.
• Provide weekly status reports: tasks performed/completed by the Contractor in the previous week, tasks or deliverables yet to be completed under the terms of the contract and recommendations based on previous week’s contract activity which would improve performance or prevent operational problems from occurring or reoccurring in the future.
• Maintain the Symantec Enterprise Vault which is DOI/IA’s email archive solution or any solution put forth by the government.
• Document current procedures and process flows which relate to these tasks.
• Work with other staff in developing and documenting new procedures for these tasks.

Qualifications

• Exceptional writing, editing, and proofreading skills.
• Strong strategic thinking and problem-solving abilities.
• Proficiency with digital marketing tools and platforms.
• Excellent project management skills with the ability to manage multiple projects simultaneously.
• Strong interpersonal skills and the ability to work collaboratively across departments.
• Bachelor’s degree or MCSE in Exchange, or mix of equivalent education and experience.
• Minimum of five years of technical experience with additional experience in supporting, managing and architecting enterprise email systems, mobile device management (i.e., MaaS360) and working knowledge of Lotus Notes/Domino databases.
• Preferred qualifications and skills: Microsoft Office 365 / Azure Active Directory a plus.