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The Microsoft 365 Administrator is responsible for the administration, maintenance, and support of the University of the Cumberlands' Microsoft 365 environment. This position manages user accounts, licensing, mailbox administration, and related services while ensuring a high level of customer service through timely resolution of support requests. The Microsoft 365 Administrator provides consistent daily operational coverage for Microsoft 365 services and assists with Google Workspace administration as needed to support organizational growth and flexibility across cloud collaboration platforms.

Essential Duties and Responsibilities

Microsoft 365 Administration

• Administer and maintain the Microsoft 365 tenant, including Exchange Online, Entra ID (Azure AD), Teams, OneDrive, SharePoint Online, and related services.
• Provision, modify, and deprovision user accounts in accordance with organizational policies and procedures.
• Manage Microsoft 365 licensing assignments, renewals, audits, and optimization efforts.
• Administer Exchange Online mailboxes, shared mailboxes, distribution groups, resource mailboxes, and mail flow configurations.
• Monitor service health, investigate issues, and coordinate resolution with Microsoft support when necessary.
• Implement and maintain security and compliance settings within the Microsoft 365 environment.
• Assist with identity management, authentication, and access control processes, including multifactor authentication and conditional access policies.
• Maintain documentation related to Microsoft 365 administration, procedures, and configurations.

End User Support

• Provide daily operational support and consistent coverage for Microsoft 365-related incidents, service requests, and technical issues.
• Troubleshoot and resolve user issues involving email, Teams, OneDrive, SharePoint, account access, licensing, and related cloud services.
• Respond to and manage support tickets in accordance with established service-level expectations.
• Communicate effectively with users regarding issue status, resolutions, and best practices.
• Assist with onboarding and offboarding activities related to Microsoft 365 services.

Google Workspace Administration

• Assist with the administration and support of Google Workspace services, including user accounts, groups, email, and collaboration tools.
• Provide backup coverage and operational support for Google Workspace administration as organizational needs evolve.
• Support integration and interoperability between Microsoft 365 and Google Workspace environments.

Additional Responsibilities

• Participate in system upgrades, migrations, and cloud service projects.
• Assist with testing, implementation, and evaluation of new Microsoft 365 and Google Workspace features.
• Develop and maintain technical documentation and knowledge base articles.
• Participate in after-hours maintenance activities as required.
• Perform other duties as assigned.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field; or equivalent combination of education and experience.
• Experience administering Microsoft 365 environments in an enterprise setting.
• Knowledge of Exchange Online, Microsoft Entra ID (Azure AD), Microsoft Teams, SharePoint Online, and OneDrive.
• Experience with user account provisioning, mailbox administration, and licensing management.
• Experience troubleshooting Microsoft 365 services and supporting end users.
• Strong customer service, communication, and problem-solving skills.
• Ability to manage multiple priorities and work effectively in a team environment.

Preferred Qualifications

• Microsoft certifications related to Microsoft 365, Exchange Online, or Entra ID.
• Experience with Google Workspace administration.
• Experience with PowerShell scripting and automation.
• Familiarity with identity management, security, and compliance concepts.
• Experience working in higher education or a similarly complex enterprise environment.

Knowledge, Skills, and Abilities

• Thorough understanding of cloud-based collaboration and productivity platforms.
• Ability to analyze and resolve technical issues efficiently and effectively.
• Strong organizational skills and attention to detail.
• Ability to document procedures and communicate technical information to non-technical users.
• Commitment to providing excellent customer service and maintaining system reliability.

Working Conditions

• On-site office-based work environment with extended periods of computer use.
• May require occasional evening or weekend work for maintenance activities, upgrades, or emergency support.
• Ability to lift and move equipment weighing up to 25 pounds, if necessary.

This position plays a critical role in ensuring reliable and secure cloud collaboration services while providing responsive support to faculty, staff, and students.

Cumberlands is different by design. Our employees exemplify our motto in the pursuit of a

"life-more-abundant."