Senior Tier I Support Technician

🕒 Julho 27

⚔️ Virginia – Remoto

⚔️ Virginia – Remote

⏰ Tempo Integral

🟠 Sênior

📞 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 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 organization's 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.

🎯 Requisitos

• 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.

🏖️ 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