Tier 1 Cloud Support

ARA Career•San Antonio, TX

2d•Onsite

About The Position

At ARA, we strive to hire valuable colleagues with not only the right skills, but who also demonstrate our core values of passion, freedom, service and growth. If you are looking for a career as a Tier 1 Cloud Support agent and you are interested in designing, developing, and rapidly deploying solutions to problems of national importance, then our Raleigh, NC division of ARA has an exciting opportunity worth considering. Not only will you solve challenging core problems, you’ll also be able to grow your career in an exciting environment that promotes teamwork and cross-training in a wide range of related disciplines. The successful applicant will: Monitor the helpdesk ticket queue and respond to requests based on priority and defined Service Level Agreements (SLAs). Provision and manage user accounts, including email setup, RSA token registration, and group assignments. Troubleshoot access issues, remote desktop connectivity problems, and basic system or application errors. Escalate complex or unresolved issues with complete documentation and diagnostic details. Follow Standard Operating Procedures (SOPs) for task execution, issue documentation, and escalation. Collaborate with Tier 2/3 personnel to resolve cross-domain incidents. Maintain accurate and clear records within the ticketing system and contribute to internal documentation.

Requirements

U.S. Citizenship (No exceptions; green card holders are not eligible)
Current DoD Secret Clearance (or higher)
Bachelor’s degree in Information Technology, Cybersecurity, or a related field with 0-2 years of relevant work experience
Successfully acquire and maintain Special Access Program (SAP) access
Successfully obtain DoD 8570 IAT Level II Certification (Security+, CCNA-Security, etc.) within 60 days of hire
Willing to work on-site, daily, at our San Antonio, TX location

Nice To Haves

Experience supporting DoD or secure government environments.
Exposure to SAP or classified environments.
0–2 years of experience in Tier 1 or Tier 2 IT support roles.
Basic knowledge of Windows Server or Linux-based systems.
Familiarity with supporting virtual desktop environments or cloud-hosted systems.
Exposure to ITSM tools such as Jira, ServiceNow, or similar.
Strong troubleshooting, customer service, and communication skills.
Interest in growing into Tier 2 or Tier 3 IT support roles.

Responsibilities

Monitor the helpdesk ticket queue and respond to requests based on priority and defined Service Level Agreements (SLAs).
Provision and manage user accounts, including email setup, RSA token registration, and group assignments.
Troubleshoot access issues, remote desktop connectivity problems, and basic system or application errors.
Escalate complex or unresolved issues with complete documentation and diagnostic details.
Follow Standard Operating Procedures (SOPs) for task execution, issue documentation, and escalation.
Collaborate with Tier 2/3 personnel to resolve cross-domain incidents.
Maintain accurate and clear records within the ticketing system and contribute to internal documentation.