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# Help Desk Technician

- **Company:** Amatriot Group, LLC
- **Location:** Quantico, VA, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, User Authentication, Cyber Security, Computer Engineering, Desktop Virtualization, Multi-Factor Authentication, Network Administration, RSA (Cryptosystem), Software Engineering, VMware Horizon View, Remote Desktop Protocol (RDP), Information Technology, RSA SecurID, User Administration
- **Published:** October 27, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9263566/help-desk-technician

## About the Role

* 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

## Description

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., * 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.