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 1 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:

• 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 relevant work 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 San Antonio, TX location

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!

About Us:

Applied Research Associates, Inc. (aka ARA) is an employee-owned international research and engineering company known for providing technically superior solutions to complex and challenging problems in the physical sciences. We were founded in Albuquerque, NM in 1979 as the disco era was, thankfully, closing out and the personal computer era was beginning. We employ over 2,200 professionals and continue to grow. ARA 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 prides ourselves on having a challenging culture where innovation & experimentation are the norm. At ARA, employees are our greatest assets, so we give our employees the tools, training, and opportunities to take active roles as owners. The motto, “Engineering and Science for Fun and Profit” sums up the ARA experience. The company realizes employee ownership spawns greater creativity and initiative along with higher performance and customer satisfaction levels.

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