Tier I Support Technician Senior

Client Suitability Eligibility

About Aretum

Aretum is a mission-driven organization committed to delivering innovative technology-enabled solutions to our customers across defense civilian and homeland security sectors. Our teams work at the intersection of strategy technology and transformation helping agencies solve their most critical challenges. We believe in investing in our people and creating a culture where collaboration inclusion and professional growth are at the forefront.

Job Summary

Aretum is seeking a Tier I Support Technician - Senior to provide advanced customer-focused technical support for end users across Windows macOS iOS and Android environments. This role will independently resolve complex hardware software access connectivity and mobile device issues; manage incidents through established service management processes; and serve as an escalation resource for difficult or high-visibility support requests. The technician must communicate professionally with users at all organizational levels including executive leadership while maintaining service quality in a fast-paced environment.

Due to the nature of our work as a federal consulting organization employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements.

Responsibilities

• Provide advanced Tier I technical support for end-user hardware software mobile devices printers and peripheral equipment including complex and high-visibility issues.
• Configure troubleshoot and support commercial off-the-shelf applications and devices across Windows macOS iOS and Android environments.
• Independently diagnose and resolve complex technical issues involving physical devices network connectivity applications authentication and user access.
• Use TCP/IP tools and protocol commands to investigate and resolve connectivity and performance issues.
• Administer Active Directory user accounts permissions and access-related requests in accordance with established procedures.
• Support Microsoft Windows 10 Microsoft 365 applications Office 365 ProPlus SharePoint and Exchange Online.
• Assist users with remote access tools virtual private network connectivity and secure authentication technologies.
• Support mobile device enrollment configuration and troubleshooting using enterprise mobile device management platforms.
• Own incident change and knowledge records through resolution within the organizations IT service management system ensuring accurate documentation and timely status updates.
• Perform business and systems analysis to identify root causes develop sustainable resolutions recognize recurring trends and recommend process improvements.
• Serve as an escalation point for difficult sensitive or executive-level support issues and coordinate with higher-tier teams when necessary.
• Communicate clearly and professionally with end users technical teams management and executive-level personnel.
• Develop and maintain technical documentation troubleshooting guides and knowledge articles for recurring or complex support issues.
• Work independently prioritize competing requests meet established service levels and provide guidance to less-experienced support personnel as needed.

• At least one year of experience supporting macOS environments.
• At least one year of experience supporting remote access tools such as Cisco AnyConnect.
• At least one year of experience supporting VPN and secure remote connectivity solutions.
• At least three years of experience working in an IT call center or service desk environment.
• At least three years of experience administering Active Directory users and accounts.
• At least three years of experience supporting Microsoft Windows 10 and Microsoft 365 applications.
• At least three years of experience supporting iOS and Android mobile operating systems.
• At least three years of experience supporting Microsoft Office 365 ProPlus SharePoint and Exchange Online.
• At least three years of experience using incident change or knowledge management systems such as BMC Helix or Remedy.
• Experience with mobile device management tools such as JAMF Apple Business Manager Workspace ONE or Microsoft Intune.
• Intermediate to advanced knowledge of Windows macOS iOS and Android operating systems.
• Foundational knowledge of physical network and application layers including familiarity with TCP/IP troubleshooting tools and protocol commands.
• Demonstrated business and systems analysis skills to identify understand and resolve user issues.
• Strong customer service verbal communication written communication and interpersonal skills.
• Ability to maintain professionalism when supporting executive-level staff and management.
• Ability to work effectively in a fast-paced environment manage competing priorities and meet tight deadlines.
• Ability to work both independently and with supervision depending on operational requirements.

Preferred Qualifications

• Experience mentoring junior technicians sharing technical knowledge or supporting service desk quality improvement efforts.
• Experience supporting RSA SecurID or a comparable multifactor authentication solution.
• Related college degree in information technology computer science information systems or a similar discipline.
• Relevant information technology certifications.
• ITIL certification or qualification.
• Microsoft 365 certification.

Travel Requirements

Travel may be required based on client or project needs. Any anticipated travel will be communicated in advance.

EEO Statement

Aretum is committed to fostering a workplace rooted in excellence integrity and equal opportunity for all. We adhere to merit-based hiring practices ensuring that all employment decisions are made based on qualifications skills and ability to perform the job without preference or consideration of factors unrelated to job performance.

As an Equal Opportunity Employer Aretumcomplies withall applicable federal state and local employment laws.

We are proud to support our nations veterans and military familiesprovidingcareer opportunities that honor their service and experience.

If you require reasonable accommodation during the hiring process due to a disability pleasecontactforassistance.

Equal Opportunity Employer/Veterans/Disabled

U.S. Work Authorization

This position requires authorization to work in the United States. Additional citizenship residency clearance or suitability requirements may apply based on federal client requirements.

• Health Care Plan (Medical Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic Voluntary & AD&D)
• Paid Time Off
• Family Leave (Maternity Paternity)
• Short Term & Long-Term Disability
• Training & Development

Required Experience:

IC