Job Summary:
RedHelm is redefining what it means to be a technology partner, delivering industry-leading cybersecurity and IT services. The Service Desk Analyst I will be the primary point of contact for client technical support, focusing on incident resolution and maintaining service quality and customer satisfaction.
Responsibilities:
• Serve as a primary point of contact for client technical issues via phone, email, chat, and ticketing system
• Troubleshoot and resolve common end-user issues related to desktops, laptops, mobile devices, printers, and approved software
• Perform basic user account administration, including password resets, group membership changes, and license assignments in on-premises and cloud environments
• Support installation, configuration, and basic troubleshooting of client applications, VPN clients, and virtual desktop solutions
• Accurately document troubleshooting steps, resolutions, and client communications within the ticketing and documentation systems
• Identify, document, and escalate issues that exceed defined scope following established procedures
• Execute documented scripts, workflows, and standard operating procedures
• Provide end users with guidance aligned to security best practices and internal documentation
• Collaborate with peers and other technical teams to ensure timely resolution and smooth handoffs when escalation is required
Qualifications:
Required:
• Strong customer service orientation with the ability to remain professional under pressure
• Clear verbal and written communication skills, including the ability to explain technical concepts to non-technical users
• Attention to detail in documentation and ticket notes
• Ability to follow defined processes while managing multiple tasks in a fast-paced environment
• Willingness to learn, accept feedback, and develop technical skills over time
• Experience providing end-user technical support in a professional environment
• Basic troubleshooting of Windows and macOS operating systems
• Familiarity with user account management in Active Directory and cloud identity platforms
• Basic understanding of TCP/IP networking and wired/wireless connectivity
• Ability to support common business applications, VPN clients, and virtual desktop environments
• Awareness of security fundamentals such as MFA, password hygiene, endpoint protection, and email security
• High school diploma or equivalent required
• Participation in an on-call or after-hours support rotation may be required
• Valid driver's license and reliable transportation may be required
• Periodic local travel to client locations may be required based on business needs
• Must be able to successfully pass state and federal background checks
Preferred:
• Industry-recognized entry-level IT certifications (e.g., CompTIA A+)
• Experience working in a ticket-based support or service desk environment
• Transferable experience from customer-facing technical, retail IT, help desk, or internal IT roles will be considered
Company:
RedHelm provides IT consulting, cloud, cybersecurity, integration, and managed support services for enterprise modernization. Founded in 2003, the company is headquartered in Pittsburgh, USA, with a team of 201-500 employees. The company is currently Growth Stage.