Senior Customer Support Technician

ARA; Washington (District of Columbia); On-site; USD 65,000 - 90,000; Full time

Job summary

Applied Research Associates, Inc. is seeking a Senior Customer Support Technician to join a nationwide technical support team in the DC metropolitan area.

The role involves administering the LAN environment, delivering desktop support to end users and executives, and managing a Windows server setup. Responsibilities include configuring user accounts, file and license servers, backups, and timely security patching.

Qualifications

• 5-6 years of experience supporting desktops and servers on Windows 10/11, Server 2019+.
• Experience with Microsoft Office, SharePoint, VPN, firewalls, disk encryption and antivirus.
• Ability to obtain a security clearance which includes US citizenship.

Responsibilities

• Provide desktop support and technical assistance to end users and executive management.
• Manage and support a small Windows server environment.
• Set up and maintain user accounts and computers.
• Manage file, print, and license servers.
• Administer data backups.
• Apply security patches and updates in a timely manner.
• Document and maintain IT related procedures.

Skills

Desktop support

Windows 10/11

Server administration

Security patches

Education

Bachelor's degree in MIS/CS/IT-related field

High School Diploma or equivalent

Tools

Microsoft Office

SharePoint

VPN clients

Firewalls

Disk encryption

Antivirus software

Job description

This is a mid-level position at the SOAR Sector located in the DC Metropolitan area. The individual selected for this position will work as part of a team of technical support staff across the country and will administer all aspects of the LAN operating environment.

What you'll do as a Senior Customer Support Technician

• Provide desktop support and technical assistance to end users and executive management on a variety of issues.
• Manage and support a small Windows server environment.
• Set up and maintain user accounts and computers.
• Manage file, print, and license servers.
• Administer data backups.
• Apply security patches and updates in a timely manner.
• Document and maintain IT related procedures.

Maintain inventory and licensing records for hardware and software acquisitions.

Senior Customer Support Technician Requirements

• Requires High School Diploma or equivalent
• 5-6 years of experience supporting desktops/laptops and servers; specifically, with systems running Windows 10/11, Server 2019+ on a Windows network, including printers and other peripherals. (Education may be counted in lieu of experience, one year of college is equivalent to two years of experience).
• Experience supporting an array of applications on Windows operating systems including Microsoft Office products, SharePoint, Outlook, VPN clients, firewalls, disk encryption, and antivirus software.
• Experience troubleshooting and repairing hardware and network problems in virtual and physical environments.
• Ability to obtain a security clearance, which includes US citizenship.

Senior Customer Support Technician Preferences

• Experience with Windows Server 2019 and above
• Experience with Linux (Ubuntu)
• Experience with Microsoft 365 office applications
• Experience with Avamar or VEEAM backup software
• Knowledge of Cisco VoIP phone administration
• MCSE, A+, Net+, Security+ certification
• Bachelor's degree in MIS, CS, or other IT-related field
• DoD experience
• Understanding of IT security best practices

Company Information

Applied Research Associates, Inc. is an employee-owned international research and engineering company recognized for providing technically superior solutions to complex and challenging problems in the engineering and science industry. The company, founded in Albuquerque, NM, in 1979, currently employs over 2200 professionals and is rapidly growing. ARA offices throughout the United States and Canada provide a broad range of technical expertise in defense technologies, civil technologies, computer software and simulation, systems analysis, environmental technologies, and testing and measurement. At ARA, employees are our greatest assets. The corporation realizes that employee ownership spawns greater creativity and initiative along with higher performance and customer satisfaction levels. ARA gives its employees the tools, training, and opportunities to take more active roles as owners. The culture is challenging; innovation and experimentation are the norm. Employees are recognized and rewarded for their contributions which not only add to the company’s success, but also their own through the Employee Stock Ownership Plan (ESOP). The motto, "Engineering and Science for Fun and Profit" sums up the ARA experience. For additional information and an opportunity to join this unique workplace,