Tier 1 Cloud Support

Job description

**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 1 Cloud Support 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:

+ Monitor the helpdesk ticket queue and respond to requests based on priority and defined Service Level Agreements (SLAs).
+ Provision and manage user accounts, including email setup, RSA token registration, and group assignments.
+ Troubleshoot access issues, remote desktop connectivity problems, and basic system or application errors.
+ Escalate complex or unresolved issues with complete documentation and diagnostic details.
+ Follow Standard Operating Procedures (SOPs) for task execution, issue documentation, and escalation.
+ Collaborate with Tier 2/3 personnel to resolve cross-domain incidents.
+ Maintain accurate and clear records within the ticketing system and contribute to internal documentation.

**Tier 1 Cloud Support Position Requirements:**

+ **U.S. Citizenship** (No exceptions; green card holders are not eligible)
+ **Current DoD Secret Clearance (or higher)**
+ Bachelor’s degree in Information Technology, Cybersecurity, or a related field with 0-2 years of work related experience
+ 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
+ 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 1 Cloud Support Position Preferences:**

+ Experience supporting DoD or secure government environments
+ Exposure to SAP or classified environments
+ 0–2 years of experience in Tier 1 or Tier 2 IT support roles
+ Basic knowledge of Windows Server or Linux-based systems
+ Familiarity with supporting virtual desktop environments or cloud-hosted systems
+ Exposure to ITSM tools such as Jira, ServiceNow, or similar
+ Strong troubleshooting, customer service, and communication skills
+ Interest in growing into Tier 2 or Tier 3 IT support roles

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

**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 physical sciences.

The company, founded in Albuquerque, NM, in 1979, currently employs over 2.300 professionals and continues to grow.

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.

The corporation also provides sophisticated technical products for environmental site characterization, pavement analysis, and robotics.

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 eligible for 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, please apply at careers.ara.com.

**Qualifications**

**Education**
**Required**

+ Bachelors or better in Information Technology

**Experience**
**Required**

+ 0-2 years: Relevant work experience

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 (https://www.eeoc.gov/poster) notice from the Department of Labor.

Required Skill Profession

Other General