Tier I Support Technician - Senior

Aretum•Arlington, VA

About The Position

Aretum is seeking a Tier I Support Technician - Senior to provide advanced, customer-focused technical support for end users across Windows, macOS, iOS, and Android environments. This role will independently resolve complex hardware, software, access, connectivity, and mobile device issues; manage incidents through established service management processes; and serve as an escalation resource for difficult or high-visibility support requests. The technician must communicate professionally with users at all organizational levels, including executive leadership, while maintaining service quality in a fast-paced environment. Due to the nature of our work as a federal consulting organization, employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements.

Requirements

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.
This position requires authorization to work in the United States. Additional citizenship, residency, clearance, or suitability requirements may apply based on federal client requirements.

Nice To Haves

Experience mentoring junior technicians, sharing technical knowledge, or supporting service desk quality improvement efforts.
Experience supporting RSA SecurID or a comparable multifactor authentication solution.
Related college degree in information technology, computer science, information systems, or a similar discipline.
Relevant information technology certifications.
ITIL certification or qualification.
Microsoft 365 certification.

Responsibilities

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.