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Primarily onsite with a potential for 1 day per week hybrid.

Position Description

The Directory Services Analyst provides support services for all components of a Microsoft Windows Active Directory (AD) environment. The Directory Services Analyst is a customer service professional with technical support experience in order to efficiently address issues that may be presented to the DSM team through ServiceNow tickets, telephone, email, or monitoring tools.

This role requires excellent communication skills, a calm demeaner, and a strong desire to assist end users to make interactions with DSM a positive experience. Knowledge of Active Directory/Identity, and adjacent technologies and key concepts, troubleshooting, and the ability to understand when the escalation of an issue to more experienced engineers may be necessary is desired. The candidate must have demonstrated prior customer facing technical support experience. The candidate will support the continuing goal of consolidating and securing the Department of State (DOS) Active Directory environment.

The successful candidate will be a self-starter, someone who can work independently, act as a key contributor in a cross functional team, and will be flexible in a fast-paced environment. Supporting this global infrastructure is a 24/7/365 requirement so resources may be asked to work day, swing, or mid shift.

Responsibilities Include

Applies advanced communication capabilities to help understand and resolve directory services related issues for end users in a timely manner. Frequently contributes to the development of FAQs and works to contribute to addressing issues and adding to the knowledge base. Willing to take direction and guidance on process improvements and willing to follow established policies. Participates as a member of Directory Services team. Captures complex functional and business issues that may arise with applications that rely on Active Directory. Assists in determining the resolution to these issues. Documents solutions and updates documentation for others. Participates in cross-functional teams. Exercises significant independent judgment within defined policies and practices to provide exceptional service for end users and to help accomplish DSM team goals and objectives. Communicate accurate issue status reports for both technical and executive audiences. Tier 1-2 level troubleshooting and diagnosing of directory services issues.

Required Education & Experience

Bachelor’s degree with 2+ years of customer facing experience in a technical environment. Additional training and experience may be substituted in lieu of a degree. Knowledge of AD as it relates to user accounts, workstations, and core Identity components.

Skills & Experience

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