Support Tech Engineer

About Aretum 

Aretum is a mission-driven organization committed to delivering innovative, technology-enabled solutions to our customers across defense, civilian, and homeland security sectors. Our teams work at the intersection of strategy, technology, and transformation, helping agencies solve their most critical challenges. We believe in investing in our people and creating a culture where collaboration, inclusion, and professional growth are at the forefront. 
 
Join us to be part of meaningful work that drives national impact and grow your career alongside exceptional peers. 

Job Summary 

Aretum is seeking a dedicated Support Tech Engineer to join our team. In this role, you will be instrumental in providing high-quality technical support to our clients and ensuring their systems operate effectively. You will serve as a critical point of contact for troubleshooting, diagnosing, and resolving technical issues. 

Due to the nature of our work as a federal consulting organization, employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements. Additionally, all team members may be called upon to support proposal efforts as needed. This could include resume formatting, providing skills alignment summaries, participating in meetings, or contributing to solutioning activities based on subject matter expertise or functional experience. 

Responsibilities 

• Cloud Infrastructure Management and Design: Manage and support multi-cloud environments including Azure, AWS, and GCP, with a focus on secure design, resource provisioning, and infrastructure optimization. Responsibilities include managing cloud identity and access controls, monitoring cloud performance and cost, configuring networking and storage, and resolving security and availability issues across platforms. Ensure compliance with organizational security policies and industry best practices for cloud architecture and operations. 

• Device and Application Management: Configure, manage, and deploy policies for mobile devices, tablets, desktops, and Apple devices via Microsoft Intune to ensure secure and reliable access to corporate applications. Implement and manage endpoints at scale using Microsoft Intune, Microsoft Intune Suite, application packaging, Windows Autopilot, Microsoft Copilot for Security, Microsoft Defender for Endpoint, Microsoft Entra ID, Azure Virtual Desktop, and Windows 365. 

• Policy Development and Implementation: Develop and enforce security and compliance policies, including configuration profiles, app protection, device compliance policies, and conditional access. Manage and maintain Microsoft Intune and Autopilot services, including device enrollment, configuration, application deployment, and policy enforcement. 

• Monitoring and Reporting: Monitor Intune, Entra, and Defender performance and generate reports on device compliance, usage, security incidents, and operational efficiency. Create logs and alerts, analyzing data using KQL (Kusto Query Language). Monitor and analyze security alerts and events generated by Microsoft Defender products, promptly responding to and escalating any potential issues or threats. 

• User Support and Troubleshooting: Provide support for Intune and Endpoint Manager, resolving technical issues related to MDM, device compliance, and security policies—including Apple devices. Support Microsoft Defender products including Defender Antivirus, Advanced Threat Protection (ATP), and Defender for Endpoint. 

• IT Documentation and Compliance: Document policies and procedures following company documentation standards and change management processes. Maintain compliance documentation for frameworks such as ISO 9001, ISO 20000, ISO 27001, NIST, CMMI, and CMMC, ensuring IT service desk operations align with standards, licensing, and audit requirements. 

• Security Awareness and IT Tools Management: Manage the KnowBe4 security awareness training platform and reporting, ensuring all users complete required training and phishing simulations. Maintain and support Zoho IT tools for asset management, helpdesk operations, and process improvement initiatives. 

• Collaborate with other IT staff: to ensure the smooth operation of the IT infrastructure. Develop and implement solutions for new or unknown issues. 

• Assist in the installation, configuration, and maintenance of Microsoft Defender products across our organization's systems. Implement solutions for efficient deployment and management of endpoints on various operating systems, platforms, and device types including MacOS. 

• Conduct regular vulnerability assessments and penetration tests using Microsoft Defender tools to identify potential weaknesses and recommend remediation strategies. 

• Provide support of our IT infrastructure, user onboarding, phone system, device preparation and imaging, user onboarding, and conference room setup. 

• Troubleshoot and resolve complex technical issues across various hardware, software, and network systems. 

• Provide exceptional customer service to end-users, ensuring timely and professional communication throughout the incident resolution process. 

• Analyze current service desk processes, identify areas for improvement, and implement solutions for increased efficiency. 

• Develop, implement, and monitor key performance indicators (KPIs) to track service desk metrics and ensure adherence to service-level agreements (SLAs). 

• Bachelor's degree in Computer Science, Information Systems, or a related field or equivalent experience. 

• 4+ years of proven experience in an IT Service Desk management or supervisory role. 

• Minimum of 2 years of directly relevant experience in IT support, with a focus on Intune user management, Mobile application management, device/profile management, company resources management, conditional access and software update management, Data Loss Prevention, Log Analytics, Entra, Defender, and Purview.  

• Proficiency in PowerShell scripting for automation and management. 

• Relevant certifications in Microsoft and other technologies are a plus. 

• This role is ideal for an individual looking to take on challenging technical issues and contribute to the overall success of the IT team. 

• Partner with business stakeholders to understand their needs and ensure IT Service Desk services effectively support core business processes. 

• Participate in system evaluations and migrations, providing user experience and support considerations during the planning and execution phases. 

• Leverage Atlassian products to streamline service desk operations and improve process efficiency.  

Work Environment & Physical Requirements 

• This is a hybrid position, with work performed both remotely and at client or corporate office locations as needed. The employee is expected to maintain a professional remote work environment with reliable internet access and the ability to participate in virtual meetings. Onsite work may involve a traditional office setting with standard office equipment and moderate noise levels. Travel to client or corporate locations will be communicated in advance.  

• The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job:  

• Prolonged periods of sitting at a desk and working on a computer.  

• Frequent use of hands and fingers to operate computer equipment and communicate via phone or video.  

• Ability to move about office spaces and attend in-person meetings when onsite.  

• Must be able to lift up to 15 pounds at times.  

Travel Requirement 

This is a hybrid position, with work performed both remotely and at designated client or corporate locations, as needed. Travel requirements may vary depending on project assignments, client meetings, or internal collaboration and will be communicated in advance whenever possible.  

EEO & Pay Transparency Statement 

Aretum is committed to fostering a workplace rooted in excellence, integrity, and equal opportunity for all. We adhere to merit-based hiring practices, ensuring that all employment decisions are made based on qualifications, skills, and ability to perform the job, without preference or consideration of factors unrelated to job performance. 

As an Equal Opportunity Employer, Aretum complies with all applicable federal, state, and local employment laws. 

We are proud to support our nation’s veterans and military families, providing career opportunities that honor their service and experience. 

If you require a reasonable accommodation during the hiring process due to a disability, please contact our Talent Acquisition team for assistance. 
 
In compliance with Executive Order 13665, Aretum will not discharge or otherwise discriminate against employees or applicants for inquiring about, discussing, or disclosing their own pay or that of another employee or applicant. 

U.S. Work Authorization  

Applicants must be currently authorized to work in the United States on a full-time basis. This position does not offer sponsorship.  

• Health Care Plan (Medical, Dental & Vision) 

• Retirement Plan (401k, IRA) 

• Life Insurance (Basic, Voluntary & AD&D) 

• Paid Time Off (Vacation, Sick & Public Holidays) 

• Family Leave (Maternity, Paternity) 

• Short Term & Long-Term Disability 

• Training & Development