RSA SecurID Help Desk Basics

Document created by Elizabeth Maloney Employee on Oct 3, 2016Last modified by Connor Mccarthy on Nov 30, 2017
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and contact us



This classroom-based learning provides the fundamental information about an RSA SecurID® system deployment to assist Help Desk representatives respond to end users.


An overview of RSA Authentication Manager and RSA SecurID authenticators and authentication methods are presented, as well as how functions and controls are accessed in the administrative interface. Instructor demonstrations of important operations relating to typical end user cases reinforce the steps that Help Desk representatives can take for troubleshooting and assisting their user population. This training is useful for new representatives supporting RSA SecurID users as well as a refresher course for representatives who infrequently work with RSA SecurID support issues.


Help Desk representatives who need to assist and support RSA SecurID users


Delivery Type

Virtual Classroom


1 day


Prerequisite Knowledge/Skills
General familiarity with system administration functions


Learning Objectives
Upon successful completion of this course, participants should be able to:

  • Understand the high-level architecture and theory of operation of the RSA SecurID product suite
  • Identify common authentication problem areas
  • Perform common user assistance tasks
  • Understand the use of the user Self-service capabilities


Course Outline
The following modules are designed to support the course objectives:

  • RSA SecurID System Overview
    • High level description of RSA SecurID and RSA Authentication Manager system components
    • RSA authentication methods:
      • Hardware and Software authenticators
      • On-Demand Authentication
      • Risk-Based Authentication
    • Authentication process and data flow


  • Authentication Problem Areas
    • Identifying and isolating user problems
    • Common user errors
    • Differentiating User vs Agent vs Server problems


  • System Configurations
    • Organizational structures – users, groups, Security Domains and Identity Sources
    • Authentication options and policies


  • Authenticator Operations
    • Hardware tokens
    • Software tokens
    • On-demand codes
    • Emergency and temporary codes


  • Monitors and Reports
    • Using the Authentication Monitor
    • Generating reports to track and user activity


  • User Troubleshooting
    • Troubleshooting procedures
    • Security considerations


  • Self-service Console
    • User self-service functions
    • Self-Service provisioning flow
    • Troubleshooting user self-service problems


In order to register for this class, create an EMC account

and contact us