Aretum

Tier II Support Technician - Senior

Aretum • $75K — $95K *
Arlington, VA 22204In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years in advanced technical support for Windows, macOS, iOS, and Android.
  • 5+ years of Active Directory user administration experience.
  • 5+ years supporting Microsoft Windows and Microsoft 365 applications.
  • 3+ years supporting users via remote access software and VPN solutions.
  • Experience with MDM tools such as JAMF, Apple Business Manager, or Microsoft Intune.

Responsibilities

  • Provide Tier II technical support across multiple operating systems.
  • Diagnose and resolve complex hardware and software issues remotely and onsite.
  • Administer user accounts and permissions in Active Directory.
  • Troubleshoot remote access and VPN connectivity for users.
  • Support mobile devices and enterprise mobility services through MDM platforms.
  • Document incidents and solutions in IT service management systems.
  • Communicate technical information clearly to end-users.

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
Full Job Description
Client Suitability Eligibility

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

Travel may be required based on client or project needs. Any anticipated travel will be communicated in advance.

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

About Aretum

ARETUM is a government contracting company specializing in technology-enabled mission support services for the Department of Defense, Department of Homeland Security, and Federal-Civilian customers.

Aretum Careers

Joining Aretum offers an unparalleled opportunity to become part of a leading team of professionals dedicated to pioneering innovation in their industry. Aretum, known for its commitment to excellence and leadership in technology, is actively seeking talented individuals eager to foster their careers in a dynamic and supportive environment.

Explore Job Opportunities

Aretum is continuously expanding, offering a variety of job opportunities that cater to professionals looking to advance their careers. From entry-level positions to senior roles, Aretum is committed to hiring and nurturing the most qualified candidates.

Experience Professional Growth and Development

At Aretum, career growth is a priority. The company supports professional development through comprehensive training programs, including leadership development and diversity training, ensuring every team member has the resources to thrive professionally. Aretum encourages a culture of learning and innovation, where skills enhancement and leadership capabilities are always in focus.

Internship Programs

Aretum’s internship programs provide invaluable industry experience, offering a stepping stone to full-time employment. Interns at Aretum gain hands-on experience, working alongside seasoned professionals and participating in projects that impact the company’s success.

Cultivating a Diverse and Inclusive Culture

Aretum is proud of its diverse workforce and inclusive culture. The company believes that diversity fuels innovation and enhances the team's ability to address complex challenges. Aretum’s commitment to an inclusive workplace is evident in its diverse hiring practices and its supportive network that values every individual’s contribution.

Benefits and Perks

Employees at Aretum enjoy a comprehensive benefits package that underscores the company’s commitment to their well-being and satisfaction. Benefits include health, dental, and vision insurance, retirement plans, and generous paid time off, among others. Aretum understands that the well-being of its team is crucial to the company’s success.

Join the Aretum Team

Aretum is looking for passionate, curious, and innovative team players. Explore open positions that match your skills and interests on the Aretum Jobs portal. Prepare your resume, refine your interview skills, and take the first step towards a rewarding career at Aretum.

Networking and Career Advancement

Aretum promotes a culture of networking and collaboration, providing numerous opportunities for employees to connect with industry leaders and peers. The company hosts regular networking events, encouraging team members to build relationships and share insights that drive personal and professional growth.

Stay Connected with Aretum Careers

Keep up to date with the latest career tips, industry insights, and employment trends all from the professionals at Aretum. Subscribe to Aretum’s Careers Blog and personalize your subscription to receive job alerts and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Aretum.

Apply Now

Ready to make a significant impact in your career? Search for current job openings at Aretum, tailor your application, and join a team that’s redefining the future of technology and innovation.
Learn more about Aretum
Size
501 employees
Industry
Enterprise Technology
* Ladders Estimates

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