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Office 365 Support Specialist (Applications Support Specialist)

United States Court of Appeals for the Federal Circuit
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The Office 365 Support Specialist (Applications Support Specialist) position is in the Information Technology Office (ITO) and reports to the IT Support Manager.   ITO provides technology-based tools and services to support the court's mission in an efficient, secure, and reliable manner, while delivering excellence in customer service.  The Office 365 Support Specialist (Applications Support Specialist) plays a crucial role in providing technical and functional support to ensure the effective use of Microsoft 365 tools across the court.  The Office 365 Support Specialist (Applications Support Specialist) will focus on SharePoint Online, Microsoft Teams, and Power Platform, enabling seamless operations and rapid troubleshooting and drive innovation by leveraging the Power Platform to improve workflows, automate processes, and enhance overall productivity within the court. 

 

Responsibilities include, but are not limited to: 

 

  • Power Platform Support and Innovation: Leverage Power Platform to drive innovation within the court, helping users automate processes, create apps, and develop custom workflows using Power Automate, PowerApps, and Power BI.  Assist in the creation of custom business applications using PowerApps to streamline business operations.  Assist with identifying opportunities for business process improvement through automation and data-driven insights using Power Platform tools.  Provide functional and technical guidance on integrating Power Platform with other Microsoft 365 products like SharePoint, Teams, and Outlook to improve collaboration and efficiency.
  • Training and Support: Develop, implement, and update Microsoft 365 training materials and user guides (e.g., user manuals, video tutorials, FAQs).  Deliver training sessions to court and chambers staff, both in-person and remotely, on Microsoft 365 systems and other locally developed applications.  Conduct regular Microsoft 365 webinars, workshops, and one-on-one sessions that focus on basic and advanced functionalities, educating users on new features, best practices, and productivity tips.  Provide ongoing user support via helpdesk and internal communication channels. Act as the primary point of contact for escalated Microsoft 365-related issues and questions.  Create and maintain knowledge base articles and troubleshooting guides for end-users.  Gather feedback from users to improve training content and processes.
  • System Integration: Research, evaluate, and recommend Microsoft 365 solutions and integration across the organization based on identified user need.  Work with court offices and sections to ensure Microsoft 365 is being used effectively for collaboration and communication.  Develop, implement, and maintain court wide requirements, standards, and structures for file management, permissions, and access controls.  Assist with the migration of data to Microsoft 365 and provide guidance during the transition process.  Continuously assess Microsoft 365 features and updates to recommend improvements or new tools to increase organizational productivity.
  • System Analysist and Improvement: Monitor the Microsoft 365 roadmap and keep the organization informed of any significant updates, new features, and changes that impact business processes.  Proactively recommend process improvements and potential new uses for Microsoft 365 tools and Power Platform within the organization.  Assist in upgrading systems and implementing new technologies or workflows to keep the company on the cutting edge of innovation and productivity.  Review, recommend, and assist with the development and implementation of new or upgraded Microsoft 365 tools based on user needs and feedback.
  • General Responsibilities: Communicate clearly and effectively, both orally and in writing, to explain complex matters and concepts to individuals and groups with varying experience and backgrounds. Interact effectively with the public and staff, providing quality customer service and resolving difficulties efficiently while complying with regulations, rules, and procedures. Comply with the Guide to Judiciary Policy, applicable Administrative Office policies and procedures, internal controls guidelines, and all local policies and procedures. Abide by the Code of Conduct for Judicial Employees and court confidentiality requirements. Demonstrate sound ethics and good judgment at all times.  Display a careful and deliberate approach in handling confidential information in a variety of contexts.