Tier 1 Cloud Support

Applied Research Associates, Inc.•Raleigh, NC

68d•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 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.

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 work related 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 Raleigh, NC location
Qualified candidates who accept an offer of employment will be subject to completing a national security risk assessment based on SEAD-3 reporting requirements. All offers of employment will be contingent upon a favorable national security risk assessment based on SEAD-3 reporting requirements

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.

Benefits

At ARA, employees are our greatest assets.
The corporation realizes that employee ownership spawns greater creativity and initiative along with higher performance and customer satisfaction levels.
ARA gives its employees the tools, training, and opportunities to take more active roles as owners.
Employees are eligible for contributions which not only add to the company's success, but also their own through the Employee Stock Ownership Plan (ESOP).

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