WEB CONTENT SPECIALIST (IT CUSTOMER SUPPORT SERVICES)

Description

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.

THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• 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.
  
  

Qualifications

REQUIREMENTS:

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A CE, Network CE, Security CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 3 years of experience administering Microsoft 365 / SharePoint Online and related collaboration tools in an enterprise environment.
• Strong knowledge of SharePoint Online site architecture, permissions, and governance; Microsoft Teams administration; and Microsoft 365 admin center and PowerShell for Microsoft 365.
• Experience maintaining web content in a content management system with HTML/CSS and ensuring Section 508 / WCAG compliance.
• Experience providing Tier II/III support and coordinating vendor escalations for collaboration platforms.
• Experience executing changes through formal Change Management and documenting configurations and procedures.
• Strong customer service, documentation, and communication skills.
  
  

DESIRED SKILLS:

• Microsoft 365 Certified: Administrator Expert, Teams Administrator Associate, or Collaboration Communications Systems Engineer Associate; CompTIA Security CE.
• Experience with Microsoft 365 GCC High, Purview compliance/retention, and DISA STIGs for Microsoft 365 and SharePoint.
• Experience with AFPIMS or other DoD public-facing web platforms and DoD web policy (DoDI 8550.01).
• Experience administering Zoom for Government and Adobe Connect.
• Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT environments.
• Familiarity with Power Platform, Power BI, and ServiceNow knowledge management.
  
  

The annual salary for this position ranges from $70,000 to $80,000, depending on experience and qualifications.