New

Senior Customer Support Tech

Aleron
United States, Virginia, Herndon
13560 Dulles Technology Drive (Show on map)
Sep 18, 2026
Description Job Title: Senior Customer Support Tech Location: Remote (100%) Employment Type: Contract to Direct Industry: Defense Compensation: $29.47 (1 year of experience) About the Opportunity: We are seeking a Senior Customer Support Technician to provide technical support for computer systems, hardware, software, network infrastructure, and telecommunications environments. In this role, you'll serve as a key resource for troubleshooting technical issues, supporting end users, and ensuring timely restoration of critical business systems. What You'll Do: Respond to customer inquiries and technical support requests related to hardware, software, printers, networks, and telecommunications systems. Troubleshoot and diagnose technical issues while documenting findings and resolutions. Manage help desk incidents and maintain accurate support records. Facilitate Service Restoration Team (SRT) calls to support rapid service recovery and issue resolution. Provide first-level triage and monitoring for servers, storage systems, and network infrastructure. Assist in system configuration verification and operational monitoring. Support company-hosted web-enabled applications and technical services. Evaluate hardware and software solutions and provide recommendations as needed. Escalate issues appropriately while maintaining communication with customers and stakeholders. Why You'll Love Working Here: Support advanced technologies used in mission-critical environments. Work remotely while collaborating with highly skilled technical teams. Gain exposure to enterprise infrastructure, networking, and customer support operations. Expand your technical expertise through challenging troubleshooting and support activities. Join an organization that values innovation, continuous learning, and professional growth. Why This Opportunity is Exciting: This role offers the opportunity to serve as the front line of technical support for a sophisticated IT environment. You'll help resolve complex user issues, support critical systems, and play an essential role in maintaining operational continuity across the organization. About Acara Solutions Acara is a premier recruiting and workforce solutions provider-we help companies compete for talent. With a legacy of experience in various industries worldwide, we partner with clients, listen to their needs, and customize visionary talent solutions that drive desired business outcomes. We leverage decades of experience to deliver contingent staffing, direct placement, executive search, and workforce services worldwide. Sound like a good fit? APPLY TODAY! Job Requirements What You'll Bring: Associate degree in Information Technology, Computer Science, Networking, Cybersecurity, or a related field; or equivalent relevant experience. 1+ year of experience in technical support, help desk, desktop support, customer support, or IT operations. 1+ year of experience troubleshooting computer hardware, software, operating systems, or network connectivity issues. 1+ year of experience supporting users in a service desk or customer-facing technical environment. What Sets You Apart: Experience creating and managing incident tickets, support documentation, and service records. Understanding of networked systems, servers, storage devices, and IT infrastructure. Strong customer service and communication skills. Ability to manage multiple support requests in a fast-paced environment. Experience facilitating incident response or service restoration activities. Experience monitoring enterprise infrastructure and performing technical triage. Knowledge of network troubleshooting, telecommunications systems, and enterprise IT environments. Strong analytical and problem-solving skills. Ability to remain calm and effective during high-priority incidents. Excellent multitasking and organizational abilities. Strong collaboration skills and commitment to customer satisfaction. Interest in leveraging AI-enabled tools to improve support efficiency and service delivery. Additional Information: Upon offer of employment, the individual will be subject to a background check and drug screen. Overtime: May be required for critical system issues or operational needs. Work Location: Remote / Telework. Work Environment: Enterprise IT and customer support environment supporting hardware, software, network, telecommunications, and hosted technology solutions. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. After you apply, you may receive a call or message from our AI Talent Scout about this role or other opportunities that match your skills and preferences. AI agent role is to help speed up your hiring process by answering questions, confirming basic information, and identifying whether there's a mutual fit. The call or chat may be recorded so that our recruiting team can review it - they make all final hiring decisions, while AI agent simply helps move you forward faster. The best part? They are available 24/7, so you can connect whenever it's convenient for you. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Acara Solutions and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at Website Privacy Policy \| Acara Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are an Equal Opportunity Employer. Race/Color/Gender/Religion/National Origin/Disability/Veteran. Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status. Apply