Tier 2 Cloud Support

ARA; Raleigh (NC); On-site; USD 75,000 - 110,000; Full time

Job summary

ARA in Raleigh, NC seeks a Tier 2 Cloud Support agent to diagnose and resolve access, connectivity, and authentication issues across virtual machines and cloud infrastructure. You will provision, configure, and secure VMs, manage user access, and collaborate with end users to validate changes.

The role requires on-site work in Raleigh, US citizenship and security clearances, with on-call and weekend work as needed.

Qualifications

• Bachelor's degree in IT/CS or closely related field with 2–4 years of work experience OR MS with 0–2 years of work experience.
• Must be a US Citizen with active Secret clearance. Willing to participate in On Call and weekend work.

Responsibilities

• Diagnose and resolve access, connectivity, and authentication issues across virtual machines and shared resources.
• Provision, configure, and secure virtual machines and cloud infrastructure, applying best practices in patching, firewall configurations, encryption, logging, and automation.
• Manage user and system access for cloud and on-premise environments, including identity, group policies, and secure file system permissions.
• Monitor system health and user activity to detect potential security incidents; escalate and assist in containment as needed.
• Maintain accurate and detailed documentation within ticketing systems (e.g., Jira, ServiceNow).
• Collaborate with end users to validate system changes, while escalating complex or unresolved issues with clear analysis and logs.
• Balance fast-paced ticket resolution with long-term supportability through documentation, scripting, and escalation protocols.

Skills

Troubleshooting

VM provisioning

Access management

Security monitoring

Documentation

End-user support

Education

Bachelor's degree in IT/CS

Tools

Jira

ServiceNow

Job description

At ARA, we strive to hire valuable colleagues with not only the right skills, but who also demonstrate our core values of passion, freedom, service and growth.

If you are looking for a career as a Tier 2 Cloud Support agent and you are interested in designing, developing, and rapidly deploying solutions to problems of national importance, then our Raleigh, NC division of ARA has an exciting opportunity worth considering. Not only will you solve challenging core problems, you’ll also be able to grow your career in an exciting environment that promotes teamwork and cross‑training in a wide range of related disciplines.

The Successful Applicant Will

• Diagnose and resolve access, connectivity, and authentication issues across virtual machines and shared resources using standard troubleshooting tools and methods.
• Provision, configure, and secure virtual machines and cloud infrastructure, applying best practices in patching, firewall configurations, encryption, logging, and automation.
• Manage user and system access for cloud and on‑premise environments, including identity, group policies, and secure file system permissions.
• Monitor system health and user activity to detect potential security incidents; escalate and assist in containment as needed.
• Maintain accurate and detailed documentation within ticketing systems (e.g., Jira, ServiceNow), ensuring traceability and knowledge sharing.
• Collaborate with end users to validate system changes, while escalating complex or unresolved issues with clear analysis and logs.
• Balance fast‑paced ticket resolution with long‑term supportability through documentation, scripting, and adherence to escalation protocols.

Tier 2 Cloud Support Position Requirements

• Must be a US Citizen (No exceptions; green card holders are not eligible)
• Must currently have an active Secret clearance. Strong factors for disqualification include dual citizenship, living with or having relationship with foreign nationals and attendance at foreign universities and colleges
• Bachelor’s degree or higher in IT, CS, or other closely related field with 2-4 years of work experience OR MS with 0-2 years of work experience
• Must be willing to participate in On Call and weekend work as needed
• Minimum 2 years of experience supporting virtual environments
• Minimum 2 years of experience supporting Windows Server or Linux‑based systems
• Successfully acquire and maintain Special Access Program (SAP) access
• Successfully obtain DoD 8570 IAT Level II Certification (Security+, CCNA‑Security, etc.) within 60 days of hire.
• Good oral & written communication skills
• Excel as a team player and strive to maximize team & department performance
• Willing to work on‑site, daily, at our Raleigh, NC location
• Qualified candidates who accept an offer of employment will be subject to completing a national security risk assessment based on SEAD-3 reporting requirements. All offers of employment will be contingent upon a favorable national security risk assessment based on SEAD-3 reporting requirements

Tier 2 Cloud Support Position Preferences

• 3+ years supporting hybrid cloud environments (e.g., Azure Government, AWS GovCloud, OpenStack).
• Experience with scripting or automation tools (PowerShell, Bash, Python, Terraform).
• Prior experience working in a classified or Special Access Program (SAP) environment.
• Demonstrated ability to lead ticket resolution efforts and mentor Tier 1 staff.
• Interest in advancing to Tier 3 Help Desk role supporting systems engineering and networking operations.

If this is the perfect job for you please apply online at https://www.ara.com/job-search today!