Help Desk Technician with Security Clearance

Help Desk Technician (Mid)

• Quantico, VA (Onsite) The Help Desk Technician (Mid) provides technical assistance through phone, email, and in-person interactions, with an emphasis on first-call resolution. The role also supports platform infrastructure operations and maintenance, user training, monthly reporting, and approved environment modifications.

Key Responsibilities

• End-user support: Resolve issues reported through the support number, focusing on first-call resolution without escalation; provide assistance by phone, email, and in person.
• User training: Create and deliver training materials on system use for individual users and groups.
• Reporting: Compile monthly support metrics for the government.
• Infrastructure support: Work with operations engineers and application support engineers to maintain all components of the platform environment; assist the infrastructure team during peak periods.
• Environment changes: Support approved modifications to meet case requirements. Qualifications Education and Experience Alternatives
• Bachelor's degree from an accredited university or college in Computer Science, Computer Engineering, Software Engineering, Electrical Engineering, Computer and Information Security, Computer Security, or Network Administration, with 3 years of experience; or
• Master's degree in Computer Science or a related scientific or technical field, with 2 years of experience; or
• PhD in Computer Science or a related discipline, with 1 year of experience; or
• An equivalent combination of training and experience. Minimum General Experience and Skills
• 2 years of relevant experience in a collaborative end-user support environment.
• Experience interacting with customers both within and outside the organization.
• Excellent oral and written communication skills.
• Ability to assist the infrastructure team with environment maintenance during peak periods.
• Technical Stack: Microsoft Active Directory (AD)
• (User Account Management, Password Resets, Account Unlocks, Group Policy (GPO)), RSA SecurID, RSA Authentication Manager, RSA Token Provisioning and Troubleshooting, Multi-Factor Authentication (MFA), Virtual Desktop Infrastructure (VDI), VMware Horizon, Remote Desktop Protocol (RDP), Windows 11