Tier III Support Technician

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 III Support Technician to provide advanced technical support and serve as an escalation point for complex end-user technology issues across Windows macOS iOS and Android environments. This role resolves high-impact hardware software account mobility automation reporting and connectivity issues while supporting secure and reliable access to Microsoft 365 and enterprise systems. The technician will also contribute to incident change and knowledge management activities develop PowerShell solutions and Power BI reporting and provide hands-on hardware support as needed.

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 III technical support for Windows macOS iOS and Android devices and operating systems.
• Diagnose and resolve complex hardware software account application and peripheral issues through onsite and remote support channels.
• Administer Active Directory user accounts security groups permissions password resets and related access requests in accordance with established procedures.
• Support Microsoft Windows and Microsoft 365 applications including Microsoft 365 Apps for enterprise SharePoint and Exchange Online.
• Troubleshoot remote access tools virtual support sessions and VPN connectivity for end users.
• Support mobile devices and enterprise mobility services including enrollment configuration compliance and troubleshooting through MDM platforms such as JAMF Apple Business Manager Workspace ONE or Microsoft Intune.
• Create update route and resolve incidents service requests changes and knowledge articles within an IT service management platform such as BMC Helix (Remedy).
• Serve as an escalation point for complex or high-impact issues and collaborate with infrastructure security application and network support personnel through resolution.
• Develop and maintain PowerShell scripts to automate support administration reporting and troubleshooting activities.
• Create and maintain Power BI dashboards and reports that provide visibility into support trends workload service performance and recurring issues.
• Document troubleshooting steps resolutions known errors and recurring issues to improve service quality and knowledge sharing.
• Maintain accurate inventory asset and support records and follow applicable security configuration and change-control requirements.
• Install configure deploy move and replace end-user computing equipment and peripherals.
• Lift and transport equipment weighing up to 50 pounds when performing onsite hardware support.
• Provide clear professional communication to users and stakeholders regarding issue status resolution and next steps.

• Five (5) years of advanced-level technical support experience with Windows macOS iOS and Android operating systems.
• Five (5) years of experience administering Active Directory users accounts groups and access.
• Five (5) years of experience supporting Microsoft Windows and Microsoft 365 applications.
• Five (5) years of experience using incident change or knowledge management systems such as BMC Helix (Remedy).
• Three (3) years of experience supporting users through remote access software.
• Three (3) years of experience troubleshooting remote connectivity and VPN solutions.
• Experience supporting Microsoft 365 Apps for enterprise SharePoint and Exchange Online.
• Experience supporting mobile operating systems including iOS and Android.
• Experience with MDM tools such as JAMF Apple Business Manager Workspace ONE or Microsoft Intune.
• Ability to lift up to 50 pounds of equipment as needed for onsite hardware support.
• Advanced proficiency with PowerShell scripting and automation.
• Advanced proficiency with Power BI reporting and dashboard development.
• Ability to communicate technical information clearly to users with varying levels of technical proficiency.

Preferred Qualifications

• CompTIA certification such as A Network or Security.
• Microsoft 365 certification.
• ITIL Foundation certification.
• Associate or bachelors degree in information technology computer science or a related field.
• Other relevant industry-recognized IT certifications.
• Experience serving as a technical escalation point or mentoring Tier I and Tier II support personnel.

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