Tier II Support Technician - Senior

Aretum•Arlington, VA

About The Position

Aretum is seeking a Tier II Support Technician - Senior to provide advanced technical support for end users across Windows, macOS, iOS, and Android environments. This role resolves complex hardware, software, account, mobility, and connectivity issues while supporting secure and reliable access to Microsoft 365 and enterprise systems. The technician will also contribute to incident, change, and knowledge management activities and provide hands-on hardware support as needed. 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

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.
Ability to communicate technical information clearly to users with varying levels of technical proficiency.

Nice To Haves

CompTIA certification, such as A+, Network+, or Security+.
Microsoft 365 certification.
ITIL Foundation certification.
Associate or bachelor’s degree in information technology, computer science, or a related field.
Other relevant, industry-recognized IT certifications.
Advanced PowerShell and Power BI skills for assignments requiring Tier III-level support or reporting capabilities.

Responsibilities

Provide advanced Tier II 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).
Escalate unresolved or high-impact issues to Tier III teams and collaborate with infrastructure, security, application, and network support personnel through resolution.
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.