Service Desk Analyst II

5 hours, 12 minutes ago
Full-time
Mid Level
DevOps and Infrastructure
RedHelm

RedHelm

RedHelm is a managed services provider based in Pittsburgh, PA, specializing in security-first IT management, cybersecurity, and cloud solutions. Formed in 2024-2025 through the merger of Ideal Integrations, 1Path, ThinkCSC, and Blue Bastion, the company employs approximately 309 people and serves middle-market and large SMB clients in regulated industries such as professional services, healthcare, and government sectors. The company offers a range of services, including 24/7 managed IT services, comprehensive cybersecurity solutions, scalable cloud infrastructure, and strategic advisory for IT and cybersecurity needs. RedHelm emphasizes a customized approach to support client growth and respond to security threats effectively. With a commitment to integrity, responsiveness, and continuous improvement, RedHelm aims to be a trusted partner for integrated IT and cybersecurity solutions.

information technology & services
201-500
Founded 2003

Description

  • Act as an escalation resource for complex Service Desk Analyst I issues and multi-system incidents.
  • Troubleshoot desktops, servers, virtual environments, networking, storage, and business-critical applications.
  • Perform advanced user and system administration within defined standards and escalation paths.
  • Identify root causes and recommend corrective actions for recurring or escalated issues.
  • Support servers, virtualization platforms, backup solutions, and cloud services.
  • Collaborate with Systems Engineering, Cloud, and Project teams on implementations, transitions, and incidents.
  • Mentor Service Desk Analyst I team members and support knowledge sharing.
  • Create and improve technical documentation, procedures, and knowledge base articles.
  • Execute and validate scripted tasks, maintenance activities, and approved automation workflows.

Requirements

  • 3+ years of end-user and service desk support experience in a professional IT environment.
  • Experience in a ticket-based support environment; MSP or multi-client experience preferred.
  • Advanced troubleshooting skills for Windows and macOS.
  • Working knowledge of Active Directory, Group Policy, identity management, Microsoft 365, Entra ID, and Exchange.
  • Experience with Windows Server and virtualization platforms such as Hyper-V or VMware.
  • Knowledge of TCP/IP, VPNs, business-class firewalls, backup systems, storage, and disaster recovery fundamentals.
  • Understanding of security practices including MFA, endpoint protection, email security, and incident awareness.
  • Strong customer service, communication, documentation, prioritization, and independent problem-solving skills.
  • High school diploma or equivalent required; relevant IT certifications such as CompTIA Network+, Microsoft, or VMware preferred.
  • Ability to participate in on-call rotations, travel locally, pass background checks, and provide reliable transportation if required.

Benefits

  • Medical, dental, and vision coverage.
  • 401(k) program.
  • Paid time off, floating holidays, and paid holidays.
  • Opportunities for professional growth and long-term development.
  • Supportive work environment focused on flexibility and employee wellbeing.

Interested in this position?

Apply directly on the company website

Apply Now

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