Service Desk Analyst l

5 hours, 7 minutes ago
Full-time
Entry Level
Cybersecurity
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

  • Serve as a primary point of contact for client technical issues via phone, email, chat, and a ticketing system.
  • Troubleshoot and resolve common end-user issues with desktops, laptops, mobile devices, printers, and approved software.
  • Perform basic user account administration, including password resets, group membership changes, and license assignments across on-premises and cloud environments.
  • Support installation, configuration, and basic troubleshooting of client applications, VPN clients, and virtual desktop solutions.
  • Document troubleshooting steps, resolutions, and client communications in ticketing and documentation systems.
  • Identify, document, and escalate issues that exceed defined scope according to 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.

Requirements

  • Experience providing end-user technical support in a professional environment.
  • Basic troubleshooting experience with 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.
  • Strong customer service orientation and 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.
  • Industry-recognized entry-level IT certifications, such as CompTIA A+, preferred.
  • Experience in a ticket-based support or service desk environment preferred.
  • Transferable experience from customer-facing technical, retail IT, help desk, or internal IT roles will be considered.
  • High school diploma or equivalent required.
  • 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.
  • Must be able to successfully pass state and federal background checks.
  • RedHelm is unable to support visa sponsorship for candidates in the U.S. working under an H1B visa.

Benefits

  • Medical, dental, and vision coverage.
  • 401(k) retirement program.
  • Paid time off.
  • Floating holidays.
  • Paid holidays.
  • Flexible, growth-oriented culture that supports professional and personal development.
  • Opportunity to work on complex, high-impact cybersecurity and IT challenges.

Interested in this position?

Apply directly on the company website

Apply Now

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