Tier II Support Technician - Junior

Aretum•Arlington, VA

7d•Onsite

About The Position

Aretum is seeking a Tier II Support Technician - Junior to provide advanced technical support for end users across Windows, macOS, iOS, and Android environments. This position will diagnose and resolve escalated hardware, software, access, connectivity, and mobile device issues; administer user accounts; and document work through established incident, change, and knowledge management processes. The technician will deliver responsive customer service while supporting both onsite and remote users in a fast-paced enterprise 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 five years of advanced-level experience supporting Windows, macOS, iOS, and Android operating systems.
At least five years of experience administering Active Directory users and accounts.
At least five years of experience supporting Microsoft Windows and Microsoft 365 applications.
At least three years of experience supporting clients through remote access software.
At least three years of experience supporting VPN and secure remote connectivity.
At least five years of experience using incident, change, or knowledge management systems, such as BMC Helix or Remedy.
Experience supporting Microsoft Office 365 ProPlus, SharePoint, and Exchange Online.
Experience supporting iOS and Android mobile operating systems.
Experience with mobile device management tools such as JAMF, Apple Business Manager, Workspace ONE, or Microsoft Intune.
Working knowledge of physical, network, and application layers, including TCP/IP troubleshooting tools and protocol commands.
Strong customer service, verbal communication, written communication, and interpersonal skills.
Ability to communicate professionally with executive-level staff, management, technical teams, and end users.
Ability to operate 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.
Ability to lift and move equipment weighing up to 50 pounds as needed for onsite hardware support.

Nice To Haves

CompTIA certification, such as A+, Network+, or Security+.
Microsoft 365 certification.
ITIL Foundation certification.
College degree in information technology, computer science, information systems, or a related field.
Other relevant, industry-recognized information technology certifications.

Responsibilities

Provide Tier II technical support for escalated end-user hardware, software, mobile device, printer, peripheral, account, and connectivity issues.
Configure, troubleshoot, and support commercial off-the-shelf software and hardware across Windows, macOS, iOS, and Android environments.
Diagnose and resolve advanced technical issues involving operating systems, applications, authentication, user access, network connectivity, and device performance.
Use TCP/IP tools, protocol commands, and structured troubleshooting methods to identify and resolve technical issues.
Administer Active Directory user accounts, group memberships, permissions, password resets, and access requests in accordance with established procedures.
Support Microsoft Windows, Microsoft 365 applications, Office 365 ProPlus, SharePoint, and Exchange Online.
Support remote users through remote access software, VPN technologies, and secure connectivity solutions.
Configure, enroll, and troubleshoot mobile devices using enterprise mobile device management platforms such as JAMF, Apple Business Manager, Workspace ONE, or Microsoft Intune.
Create, update, and manage incident, change, and knowledge records within an IT service management platform such as BMC Helix or Remedy.
Analyze recurring user issues, identify root causes, and recommend improvements to troubleshooting procedures, documentation, and service delivery.
Escalate unresolved or high-impact issues to senior technical teams and coordinate follow-through until service is restored.
Communicate clearly and professionally with end users, technical teams, management, and executive-level personnel.
Develop and maintain technical documentation, troubleshooting guides, and knowledge articles.
Work independently and collaboratively, prioritize competing requests, meet service-level expectations, and assist with onsite equipment deployment or relocation as needed.