Microsoft Office Suite Applications AnalystPosition SummaryThe Microsoft Office Suite Applications Analyst provides advanced technical support and expertise for Microsoft Office 365 applications and related tools to enhance productivity and mission efficiency for U.S. Coast Guard (USCG) personnel at Headquarters. This role involves delivering one-on-one assistance through various channels, troubleshooting issues, and ensuring seamless integration of desktop applications in a secure government environment. The position is on-site at USCG Headquarters (2703 Martin Luther King Jr. Ave SE, Washington, DC 20032), with potential for telework upon Contracting Officer's Representative (COR) approval.Key Responsibilities - Offer analytical and technical one-on-one support via walk-in, Microsoft Teams, email, and telephone for desktop applications, including Office 365, OneDrive, Teams, Microsoft Project, and SharePoint.
- Assist USCG personnel in learning and utilizing Microsoft Windows-based tools and USCG-specific program management applications.
- Troubleshoot and resolve functional/usability issues related to software patches, updates, and integrations.
- Ensure compliance with USCG policies, including security procedures, privacy training (DHS Form 11000-6), and safeguarding of Controlled Unclassified Information (CUI) per DHS Management Directive 11042.1.
- Collaborate with the Project Manager and other team members to meet Service Level Agreements (SLAs) for timeliness, accuracy, and completeness of support (e.g., resolve Priority 1 issues within 4 hours).
- Maintain professional communication, identifying as a contractor in all interactions, and support offboarding processes as needed.
Required Qualifications - U.S. citizen or legal resident with the ability to obtain a Public Trust clearance and Common Access Card (CAC).
- Proficiency in Microsoft Windows, Office 365 (including OneDrive, Teams, Project, and SharePoint), with demonstrated experience in user training and support.
- Minimum education and experience as specified in the PWS labor category (e.g., technical qualifications for efficient, reliable performance).
- Ability to work 0700–1600 EST, Monday–Friday, excluding federal holidays, with flexibility for surge support.
- Strong analytical skills, customer service orientation, and ability to perform with minimal oversight.
Preferred Qualifications - Prior experience supporting USCG or DHS environments, including familiarity with DHS privacy and IT security training.
- Certifications such as Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent.
- Experience in handling trouble tickets (e.g., via systems like BMC TrackIt!) and meeting high-availability SLAs (e.g., 99.5% uptime).
- Knowledge of graphic or web integration tools for enhanced multimedia support.
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