Tier II Support Technician - Senior

Client Suitability Eligibility

About Aretum

Aretum is a mission-driven organization committed to delivering innovative, technology-enabled solutions to our customers across defense, civilian, and homeland security sectors. Our teams work at the intersection of strategy, technology, and transformation, helping agencies solve their most critical challenges. We believe in investing in our people and creating a culture where collaboration, inclusion, and professional growth are at the forefront.

Job Summary

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.

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.

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.

Preferred Qualifications

• 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.

Travel Requirements

This is a remote position; however, occasional travel may be required based on project needs, client meetings, team collaboration events, or training sessions. Travel is expected to be less than 10% and will be communicated in advance whenever possible. 

EEO Statement

Aretum is committed to fostering a workplace rooted in excellence, integrity, and equal opportunity for all. We adhere to merit-based hiring practices, ensuring that all employment decisions are made based on qualifications, skills, and ability to perform the job, without preference or consideration of factors unrelated to job performance. 

As an Equal Opportunity Employer, Aretum complies with all applicable federal, state, and local employment laws. 

We are proud to support our nation’s veterans and military families, providing career opportunities that honor their service and experience. 

If you require reasonable accommodation during the hiring process due to a disability, please contact hr@aretum.com for assistance. 

Equal Opportunity Employer/Veterans/Disabled 

U.S. Work Authorization

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

Benefits

• Health Care Plan (Medical, Dental & Vision)  
• Retirement Plan (401k) 
• Life Insurance (Basic, Voluntary & AD&D)  
• Paid Time Off 
• Family Leave (Maternity, Paternity)  
• Short Term & Long-Term Disability  
• Training & Development