Tier III Support Technician

🕒 Julho 27

⚔️ Virginia – Remoto

⚔️ Virginia – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 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 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.

🎯 Requisitos

• - 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.

🏖️ 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