WEB CONTENT SPECIALIST (IT CUSTOMER SUPPORT SERVICES)

About the role

G2IT is seeking a Web Content Specialist to administer the enterprise collaboration platform and maintain public-facing web content for a Department of War agency supported by an enterprise IT Customer Support Services program serving more than 13,000 users. The administrator performs day-to-day administration of Microsoft 365, SharePoint Online, Teams, and related collaboration tools (e.g., Zoom.gov, Adobe Connect) in compliance with DISA and DoD guidelines, proactively monitors platform health, publishes and maintains content on the Government's web content management system, and provides Tier II/III support for complex platform issues. The role is the steward of a secure, reliable, well-governed collaboration environment and a key contributor to Tier 0 knowledge and user enablement. You will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

Responsibilities

• Perform administration and maintenance of the enterprise collaboration environment (Microsoft 365 tenant, SharePoint Online, Teams, Exchange Online as applicable, OneDrive), including site provisioning, permissions, retention and governance settings, and configuration in compliance with DISA and DoD guidelines.
• Proactively monitor the health and performance of collaboration services using service health dashboards and monitoring tools, implement preventive maintenance, identify and resolve potential issues before they impact users, and ensure platform availability metrics are fed to the Customer Support Metrics Dashboard.
• Publish, update, and maintain content on the Government's public-facing web content management system (e.g., AFPIMS) and internal SharePoint sites, ensuring accuracy, Section 508 accessibility, responsive design, and adherence to Government content and coding standards.
• Provide Tier II and Tier III support for complex collaboration platform issues (SharePoint, Teams, OneDrive, Zoom.gov, Adobe Connect), coordinate with Microsoft and other vendors for escalated technical issues, and follow the Customer-Confirmed Ticket Closure process.
• Administer Zoom.gov, Adobe Connect, and other approved collaboration tools, including account lifecycle, meeting/webinar configuration, security settings, and integration with Microsoft 365.
• Develop and maintain Tier 0 knowledge articles, how-to guides, and training materials on collaboration platform capabilities, and deliver end-user training and guidance when requested.
• Support platform changes, feature rollouts, and Microsoft 365 roadmap updates through formal Change Management, including impact assessment, testing, communications, and rollback planning, and support RMF evidence collection for the collaboration environment.
• Maintain platform documentation, governance standards, and site inventories, and provide analysis and recommendations for platform improvements to the CX Roadmap and Monthly Customer Support Activity Report.

Requirements

Required:

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4