Job Description
ARS is seeking a Tier 1 Help Desk Support Specialist to join our team working on cloud services projects, primarily focused on Azure cloud environments. The ideal candidate will provide frontline technical support to end-users, troubleshoot basic cloud service issues, and escalate complex problems when necessary. This role requires strong customer service skills, basic cloud platform knowledge, and the ability to work in a fast-paced project environment. The position requires an active Secret security clearance and Security+ certification.
Why Work with us? Applied Research Solutions (ARS) is respected as a world-class provider of technically integrated solutions as we deliver premier talent and technology across our focused markets for unparalleled, continuous mission support. Awarded a Best Places to Work nominee since 2020, ARS recognizes that without our career- driven, loyal professionals, we would not be able to deliver state-of-the-art results for our mission partners. We firmly believe that prioritizing our employees is of the upmost importance. We provide a culture where our employees are challenged to meet their career goals and aspirations, while still obtaining a work/life balance. ARS employees are motivated through our industry competitive benefits package, our awards and recognition program, and personalized attention from ARS Senior Managers.
Responsibilities include:
- Serve as first point of contact for all end-user technical support requests related to cloud services
- Troubleshoot and resolve basic Azure cloud service access and functionality issues
- Create, update, and maintain technical support tickets in the service management system
- Document common issues and solutions for knowledge base development
- Escalate complex technical issues to appropriate Tier 2/3 support teams
- Monitor system performance and report recurring issues
- Participate in team meetings and contribute to continuous service improvement
- Follow established security protocols for cloud environment access and support
- Maintain detailed tracking logs of support activities and resolutions
- Other duties as assigned
Qualifications/ Technical Experience Requirements:
- Active Secret security clearance (required)
- CompTIA Security+ certification (required)
- Minimum of 2 years of help desk or technical support experience
- Basic knowledge of cloud services, with Azure experience preferred
- Familiarity with Microsoft 365 and Office applications
- Understanding of basic networking concepts and troubleshooting
- Experience with ticketing systems and support documentation
- Strong written and verbal communication skills
- Customer service mindset and problem-solving abilities
- High school diploma or GED (minimum); Associate's degree in IT-related field preferred
All positions at Applied Research Solutions are subject to background investigations. Employment is contingent upon successful completion of a background investigation including criminal history and identity check.
This contractor and subcontractor shall abide by the requirements of 41 CFR 60-741.5(a). This regulation prohibits discrimination against qualified individuals on the basis of disability, and requires affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified individuals with disabilities.
This contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a). This regulation prohibits discrimination against qualified protected veterans, and requires affirmative action by covered contractors and subcontractors to employ and advance in employment qualified protected veterans.
Job Tags
For contractors, For subcontractor, Work at office,