Tier II Support Technician - Junior

Client Suitability Eligibility About Aretum Aretum is a mission-driven organization committed to delivering innovative, technology-enabled solutions to customers across the defense, civilian, and homeland security sectors. Our teams work at the intersection of strategy, technology, and transformation, helping agencies solve complex operational challenges. We invest in our people and foster a culture centered on collaboration, inclusion, accountability, and professional growth. Job Summary 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. 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. 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. Preferred Qualifications 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. 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 [email protected] 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. 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