Help Desk Specialist MUST HAVE TS/SCI Clearance and Security+

Job Description

Job Description

Location: Springfield, VA
Clearance Required: TS-SCI
Employment Type: Full-Time
Company: A&M Technologies (AMTechs) – Federal IT | Cybersecurity | Enterprise Solutions

About A&M Technologies

A&M Technologies is a trusted federal IT and cybersecurity solutions provider specializing in enterprise modernization, RMF/ATO support, ServiceNow platform engineering, SOC operations, and mission-aligned technical services. We deliver secure, resilient, and scalable IT solutions across DoD, DHS, Civilian, and Intelligence agencies.

Our Help Desk Analysts support mission-critical environments, ensuring seamless end-user operations and high-quality service delivery consistent with federal standards.

Position Summary

The Help Desk Analyst provides Tier 1/Tier 3 IT support to federal users, addressing hardware, software, network, and application issues in accordance with agency security, compliance, and service-level requirements. This role ensures operational continuity by supporting trouble tickets, resolving incidents, maintaining IT assets, and delivering excellent customer service aligned with federal ITSM procedures.

Key Responsibilities

Technical Support & Troubleshooting

• Provide first-contact support via ServiceNow or other federal ITSM systems.

• Troubleshoot issues related to:

  • Windows 10/11, macOS

  • VPN/remote access, MFA, CAC/PIV authentication

  • Printers, VoIP phones, government-issued devices

  • Microsoft 365, Teams, Outlook, SharePoint

• Support account provisioning and access control in:

  • Active Directory / Group Policy

  • Azure AD / Identity Management Systems

  • PKI / CAC certificate troubleshooting

• Escalate incidents to Tier 2/3 teams following federal escalation pathways.

Security & Compliance

• Adhere to all agency cybersecurity controls (FISMA, NIST 800-53, RMF).

• Report security incidents according to federal SOPs.

• Support patching, updates, and vulnerability remediation as directed.

Customer Service

• Provide high-quality, courteous support to federal personnel and contractors.

• Maintain SLA compliance and track metrics to ensure operational performance.

• Conduct follow-ups to ensure issues are fully resolved.

System Administration Support

• Perform workstation imaging, deployment, and lifecycle management.

• Support inventory management for government-furnished equipment (GFE).

• Document all actions, solutions, and updates in the ticketing system.

Documentation & Knowledge Base

• Create/update technical documentation and knowledge articles.

• Contribute to continuous improvement efforts within the help desk team.

Required Qualifications

• 1–3 years of Help Desk or IT Support experience in a federal or enterprise environment.

• Strong understanding of:

  • Active Directory

  • Windows OS / macOS

  • TCP/IP, DNS, DHCP basic networking

  • MFA, CAC/PIV authentication

• Excellent communication and customer service skills.

• Ability to work in secure, compliance-driven environments.

Preferred Qualifications

• CompTIA Security+ CE (IAT Level II — strongly desired for DoD roles )

• CompTIA A+, Network+, or Microsoft certifications

• Experience with ServiceNow or Remedy

• Experience supporting federal customers (DoD, DHS, Intel, Civilian)

• Familiarity with RMF, FISMA, FedRAMP, and federal IT compliance frameworks

A&M Technologies Core Values

• Mission First: Align every action with the needs of our federal partners.

• Security Always: Built-in compliance from day one.

• Speed & Quality: Delivering results that accelerate agency missions.

• Innovation: Leveraging modern enterprise IT solutions including ServiceNow, automation, and cloud-native technologies.

Physical Requirements (Optional)

• Ability to lift 25–35 lbs for equipment deployment

• Ability to work in SCIF/SAP environments if required

We are a provider of strategic technology and business solutions.
A&M Technologies is a provider of strategic technology and business solutions to the Federal Government and Private Industry. Our services are organized in several areas to provide Information Technology Solutions and Technical Assistance; Strategic Communications, Professional Services and Program Management; Operations and Support. Our clients praise our work, customer service, and innovative solutions. As a Service-Disabled Veteran-Owned (SDVOSB) Small Business, AM Technologies is committed to excellence and creating innovative and flexible solutions for our clients.

Company Description

We are a provider of strategic technology and business solutions.\r\nA&M Technologies is a provider of strategic technology and business solutions to the Federal Government and Private Industry. Our services are organized in several areas to provide Information Technology Solutions and Technical Assistance; Strategic Communications, Professional Services and Program Management; Operations and Support. Our clients praise our work, customer service, and innovative solutions. As a Service-Disabled Veteran-Owned (SDVOSB) Small Business, AM Technologies is committed to excellence and creating innovative and flexible solutions for our clients.