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Remote Desktop Investigator Jobs in Virginia (NOW HIRING)

Booz Allen Hamilton, Inc.

System Engineer

Chantilly, VA · On-site +1

Remote Work: No Job Number: R0245424 Location: Chantilly,VA,US Share job via: Share System Engineer ... Booz Allen is seeking a skilled systems engineer with experience supporting enterprise desktop and ...

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Remote Desktop Investigator information

What are the key skills and qualifications needed to thrive as a remote desktop investigator?

To excel as a Remote Desktop Investigator, you need a strong background in IT troubleshooting, cybersecurity, and digital forensics, usually supported by a degree in computer science or a related field. Familiarity with remote desktop protocols, investigative software tools, and certifications such as CompTIA Security+ or Certified Ethical Hacker (CEH) are often required. Exceptional analytical thinking, attention to detail, and effective communication are key soft skills for this role. These competencies ensure investigators can efficiently detect, analyze, and resolve security incidents or technical issues in distributed digital environments.

What is a remote desktop investigator?

A Remote Desktop Investigator is responsible for monitoring, analyzing, and troubleshooting remote desktop sessions to detect security threats, policy violations, or unauthorized access. They use investigative tools to review logs, identify suspicious activities, and ensure compliance with organizational security protocols. This role typically requires knowledge of remote access technologies, cybersecurity principles, and incident response procedures.

What are some common challenges faced by remote desktop investigators, and how can they be addressed?

Remote Desktop Investigators often encounter challenges such as troubleshooting complex incidents without physical access to the affected device, maintaining secure communication channels, and managing responses across different time zones or user environments. Staying updated with emerging cybersecurity threats and remote access vulnerabilities is essential to remain proactive in investigations. To address these issues, investigators rely on robust remote access tools, clear documentation, and regular collaboration with IT and security teams. Adaptability and ongoing training help them stay ahead of evolving threats, ensuring effective and secure incident resolution.

What are popular job titles related to Remote Desktop Investigator jobs in Virginia? For Remote Desktop Investigator jobs in Virginia, the most frequently searched job titles are:
What job categories do people searching Remote Desktop Investigator jobs in Virginia look for? The top searched job categories for Remote Desktop Investigator jobs in Virginia are:
What cities in Virginia are hiring for Remote Desktop Investigator jobs? Cities in Virginia with the most Remote Desktop Investigator job openings:
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Infographic showing various Remote Desktop Investigator job openings in Virginia as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% Remote job distribution.

Help Desk Specialist II (Tier II- Advanced Support)

Home - ARETEC

Ashburn, VA • Remote

Full-time

Re-posted 18 days ago

Job description

Help Desk Specialist II (Tier 2 – Advanced Support)

CBP Technology Service Desk (TSD)

Location: Remote

Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)

Employment Type: Fulltime

Clearance Requirement: CBP Background Investigation (Unclassified)

Position Summary

Aretec is seeking a Help Desk Specialist II (Tier 2 – Advanced Support) to provide advanced technical support for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role delivers secondlevel troubleshooting and resolution for complex technical issues escalated from Tier 1, supporting CBP's missioncritical IT environment. The ideal candidate brings strong technical depth, excellent problemsolving skills, and experience supporting enterprisescale systems.

What You'll Do

  • Provide 24x7x365 Tier II advanced technical support for incidents and service requests transferred via ServiceNow tickets or warmtransferred calls.
  • Perform advanced remote troubleshooting for:
  • Mobile devices and CBP mobile service environment (AirWatch/Workspace ONE)
  • Email services and Microsoft Outlook
  • Personal Identity Verification (PIV) card authentication
  • Remote VPN access (GlobalProtect and Zscaler)
  • Remote access via DHS Workplace (WaaS)
  • Microsoft Office products
  • Windows OS and Active Directory
  • Remote software installations
  • Resolve ≥90% of tickets assigned to Tier II in alignment with AQL targets.
  • Process ≥90% of Tier II tickets within 4 hours (resolved or escalated).
  • Answer ≥80% of transferred calls and chats within 60 seconds.
  • Escalate incidents to nextlevel support teams, including internal CBP groups and thirdparty vendors, as required.
  • Perform remote installation and troubleshooting of workstations and peripherals, including desktops, laptops, tablets, printers, scanners, and cameras.
  • Install approved software using Governmentprovided tools and processes.

Required Qualifications

  • High school diploma or equivalent; Associate's degree in IT preferred.
  • Minimum 2 years of experience providing IT help desk or technical support with Tier IIlevel troubleshooting.
  • Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management (MDM).
  • Experience supporting VPN technologies, remote access tools, and PIV/smart card authentication.
  • Ability to work rotating shifts, including nights, weekends, and holidays.
  • Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Preferred Qualifications

  • CompTIA A+, Network+, or Security+ certification.
  • HDI Desktop Support Technician certification.
  • Experience with AirWatch/Workspace ONE MDM.
  • Experience with GlobalProtect VPN and Zscaler.
  • Experience using the ServiceNow ITSM platform.
  • Prior federal government or CBP Tier II support experience.
  • ITIL Foundation certification.

Equal Opportunity Employer

Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.

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