Senior Customer Support Technician

ARA; Washington (District of Columbia); On-site; USD 75,000 - 105,000; Full time

Job summary

Applied Research Associates, Inc. in the DC metropolitan area seeks a Senior Customer Support Technician to provide desktop support to end users, including executives, and to administer a small Windows server environment.

Responsibilities include setting up user accounts, managing file/print servers, data backups, and applying security patches. The role requires US citizenship and the ability to obtain a security clearance.

Qualifications

• High School Diploma or equivalent required.
• 5-6 years of desktop/server support experience on Windows 10/11 and Server 2019+.
• Experience with Office apps, SharePoint, Outlook, VPN clients, firewalls, disk encryption, antivirus.
• Able to troubleshoot hardware and network issues in virtual/physical environments.
• Ability to obtain a security clearance due to US citizenship.

Responsibilities

• Provide desktop support and technical assistance to end users and executives.
• 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 and patches.
• Document and maintain IT procedures.
• Maintain inventory and licensing records.

Skills

Desktop support

Windows OS

VPN & firewalls

Office apps

Troubleshooting hardware

Security best practices

Education

High School Diploma

Bachelor’s degree in MIS/CS

Tools

Windows Server 2019+

SharePoint

Microsoft 365

VEEAM/Avamar

Cisco VoIP

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 forFun and Profit” sums up the ARA experience.