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Tier I Support Technician - Senior

1 week, 5 days ago
United States
Full-time
Senior
Technical Support Engineer
Technical Writing and Documentation
Active Directory Android iOS macOS TCP/IP
Apply Now
ARETUM

ARETUM

Leading government contractor providing technology-enabled mission support services to federal agencies worldwide.

Construction & Engineering
View All Jobs 7

Description

  • Provide advanced Tier I support for end-user hardware, software, mobile devices, printers, and peripherals.
  • Configure, troubleshoot, and support applications and devices across Windows, macOS, iOS, and Android environments.
  • Diagnose and resolve complex 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 problems.
  • Administer Active Directory user accounts, permissions, and access requests.
  • Support Microsoft Windows 10, Microsoft 365, Office 365 ProPlus, SharePoint, and Exchange Online.
  • Assist users with remote access tools, VPN connectivity, and secure authentication technologies.
  • Support mobile device enrollment, configuration, and troubleshooting through enterprise MDM platforms.
  • Manage incident, change, and knowledge records in the IT service management system and maintain accurate documentation.
  • Analyze recurring issues, identify root causes, recommend process improvements, and create troubleshooting guides and knowledge articles.

Requirements

  • At least 1 year of experience supporting macOS environments.
  • At least 1 year of experience supporting remote access tools such as Cisco AnyConnect.
  • At least 1 year of experience supporting VPN and secure remote connectivity solutions.
  • At least 3 years of experience working in an IT call center or service desk environment.
  • At least 3 years of experience administering Active Directory users and accounts.
  • At least 3 years of experience supporting Microsoft Windows 10 and Microsoft 365 applications.
  • At least 3 years of experience supporting iOS and Android mobile operating systems.
  • At least 3 years of experience supporting Office 365 ProPlus, SharePoint, and Exchange Online.
  • At least 3 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 TCP/IP troubleshooting tools and protocol commands.
  • Demonstrated business and systems analysis skills to identify 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 in a fast-paced environment, manage competing priorities, and meet tight deadlines.
  • Ability to work independently and with supervision as needed.
  • Preferred: experience mentoring junior technicians or supporting service desk quality improvement efforts.
  • Preferred: experience supporting RSA SecurID or a comparable multifactor authentication solution.
  • Preferred: related college degree in information technology, computer science, information systems, or a similar discipline.
  • Preferred: relevant information technology certifications.
  • Preferred: ITIL certification or qualification.
  • Preferred: Microsoft 365 certification.

Benefits

  • Health care plan including medical, dental, and vision coverage.
  • 401(k) retirement plan.
  • Life insurance options including basic, voluntary, and AD&D coverage.
  • Paid time off.
  • Family leave including maternity and paternity leave.
  • Short-term and long-term disability coverage.
  • Training and development opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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