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Tier II Support Technician - Senior

1 hour, 6 minutes ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Active Directory Android iOS macOS Power BI PowerShell
Apply Now
ARETUM

ARETUM

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

Construction & Engineering
View All Jobs 10

Description

  • Provide advanced Tier II 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.
  • Administer Active Directory user accounts, security groups, permissions, password resets, and access requests.
  • 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.
  • Support mobile devices and enterprise mobility services, including enrollment, configuration, compliance, and troubleshooting through MDM platforms.
  • Create, update, route, and resolve incidents, service requests, changes, and knowledge articles in an IT service management platform.
  • Escalate unresolved or high-impact issues to Tier III teams and collaborate with infrastructure, security, application, and network support personnel.
  • Document troubleshooting steps, resolutions, known errors, and recurring issues.
  • Maintain accurate inventory, asset, and support records and install or replace end-user computing equipment and peripherals.

Requirements

  • 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.
  • Ability to communicate technical information clearly to users with varying levels of technical proficiency.
  • CompTIA certification such as A+, Network+, or Security+ preferred.
  • Microsoft 365 certification preferred.
  • ITIL Foundation certification preferred.
  • Associate or bachelor’s degree in information technology, computer science, or a related field preferred.
  • Advanced PowerShell and Power BI skills preferred for Tier III-level support or reporting assignments.

Benefits

  • Health care plan including medical, dental, and vision coverage.
  • 401(k) retirement plan.
  • Life insurance, 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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