Junior Tier II Support Technician

🕒 Julho 27

⚔️ Virginia – Remoto

⚔️ Virginia – Remote

⏰ Tempo Integral

🟢 Júnior

📞 Engenheiro de Suporte

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ARETUM

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

💼 Consultoria

🎖️ Defesa

🏛️ Governo

Consulting • Defense • Government

A ARETUM é uma empresa líder em contratos governamentais, especializada em serviços de apoio à missão habilitados por tecnologia para o Departamento de Defesa, Departamento de Segurança Interna e clientes governamentais civis federais. A ARETUM fornece soluções e serviços de ponta com foco em Análises de Próxima Geração, Serviços de Engenharia, Serviços de Treinamento, Serviços de TI, Cibersegurança, Suporte a PMO e Consultoria Financeira. A empresa apoia missões e iniciativas do governo federal globalmente e é contratante principal em diversos contratos.

Descrição

• Provide Tier II technical support for escalated end-user hardware, software, mobile device, printer, peripheral, account, and connectivity issues. • Configure, troubleshoot, and support commercial off-the-shelf software and hardware across Windows, macOS, iOS, and Android environments. • Diagnose and resolve advanced technical issues involving operating systems, applications, authentication, user access, network connectivity, and device performance. • Use TCP/IP tools, protocol commands, and structured troubleshooting methods to identify and resolve technical issues. • Administer Active Directory user accounts, group memberships, permissions, password resets, and access requests in accordance with established procedures. • Support Microsoft Windows, Microsoft 365 applications, Office 365 ProPlus, SharePoint, and Exchange Online. • Support remote users through remote access software, VPN technologies, and secure connectivity solutions. • Configure, enroll, and troubleshoot mobile devices using enterprise mobile device management platforms such as JAMF, Apple Business Manager, Workspace ONE, or Microsoft Intune. • Create, update, and manage incident, change, and knowledge records within an IT service management platform such as BMC Helix or Remedy. • Analyze recurring user issues, identify root causes, and recommend improvements to troubleshooting procedures, documentation, and service delivery. • Escalate unresolved or high-impact issues to senior technical teams and coordinate follow-through until service is restored. • Communicate clearly and professionally with end users, technical teams, management, and executive-level personnel. • Develop and maintain technical documentation, troubleshooting guides, and knowledge articles. • Work independently and collaboratively, prioritize competing requests, meet service-level expectations, and assist with onsite equipment deployment or relocation as needed.

🎯 Requisitos

• At least five years of advanced-level experience supporting Windows, macOS, iOS, and Android operating systems. • At least five years of experience administering Active Directory users and accounts. • At least five years of experience supporting Microsoft Windows and Microsoft 365 applications. • At least three years of experience supporting clients through remote access software. • At least three years of experience supporting VPN and secure remote connectivity. • At least five years of experience using incident, change, or knowledge management systems, such as BMC Helix or Remedy. • Experience supporting Microsoft Office 365 ProPlus, SharePoint, and Exchange Online. • Experience supporting iOS and Android mobile operating systems. • Experience with mobile device management tools such as JAMF, Apple Business Manager, Workspace ONE, or Microsoft Intune. • Working knowledge of physical, network, and application layers, including TCP/IP troubleshooting tools and protocol commands. • Strong customer service, verbal communication, written communication, and interpersonal skills. • Ability to communicate professionally with executive-level staff, management, technical teams, and end users. • Ability to operate 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. • Ability to lift and move equipment weighing up to 50 pounds as needed for onsite hardware support.

🏖️ Benefícios

• 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