Tier 2 Cloud Support

Applied-Research-Associates,-Inc; San Antonio (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Applied Research Associates, Inc. (ARA) is seeking a Tier 2 Cloud Support agent to diagnose and resolve access, connectivity, and authentication issues across virtual machines and cloud infrastructure. The role requires a US citizen with an active Secret clearance and willingness to work on-site in Raleigh, NC or San Antonio, TX.

Strong scripting and virtualization experience is essential. The successful candidate will provision, configure, and secure cloud environments, manage access controls,

Qualifications

• US Citizenship required
• Active Secret clearance required
• Bachelor's degree or higher in IT/CS or related field with 2–4 years work experience OR MS with 0–2 years
• Willing to participate in On Call and weekend work
• Minimum 2 years supporting virtual environments
• Minimum 2 years supporting Windows Server or Linux
• Must acquire and maintain SAP access
• Must obtain DoD 8570 IAT Level II Certification within 60 days of hire
• On-site at Raleigh, NC or San Antonio, TX
• Subject to SEAD-3 national security risk assessment
• 3+ years supporting hybrid cloud environments (Azure Gov, AWS GovCloud, OpenStack)
• Experience with scripting/automation tools (PowerShell, Bash, Python, Terraform)
• Prior SAP environment experience
• Ability to lead ticket resolution and mentor Tier 1 staff
• Interest in advancing to Tier 3 Help Desk role

Responsibilities

• Diagnose and resolve access, connectivity, and authentication issues across VMs and shared resources
• Provision, configure, and secure cloud infrastructure with patching, firewall, encryption, logging, and automation
• Manage user and system access for cloud and on-prem environments
• Monitor system health and user activity to detect security incidents
• Maintain documentation in Jira/ServiceNow with traceability
• Collaborate with end users to validate changes and escalate with logs
• Balance fast ticket resolution with long-term supportability through scripting and docs
• Work on-site at Raleigh, NC or San Antonio, TX location
• Lead ticket resolution efforts and mentor Tier 1 staff
• Participate in national security assessments as required

Skills

Cloud support

Security practices

Communication skills

Education

Bachelor's degree in IT/CS or related field

MS in IT/CS

Tools

PowerShell

Bash

Python

Terraform

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;
• 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.
• 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 or San Antonio, TX 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
• 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.

Who is ARA?

Do you want to work for a purpose? Applied Research Associates, Inc. (aka ARA) is an employee-owned international research and engineering company. We have been providing technically superior solutions to complex and challenging problems in the physical sciences since 1979. ARA has over 2,200 employee-owners and continues to grow rapidly. Together, our offices throughout the U.S. and Canada provide a broad range of technical expertise in defense, civil, and health technologies, computer software and simulation, systems analysis, environmental technologies, and testing and measurement.

ARA also prides itself, on having a challenging culture where innovation & experimentation are the norm. The motto, "Engineering and Science for Fun and Profit" sums up the ARA experience. Employee ownership ensures you have a voice in what happens in the company.

To find out more about what the Software Enterprise Division has to offer, visit our website at: https://www.ara.com/benefits/

Qualifications

Education

Required

Bachelors or better in Information Technology or related field.

Experience

Required

2-4 years:

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.