Service Desk Analyst I

Job Description

Service Desk Analyst l | RedHelm

The Tone:
RedHelm is redefining what it means to be a technology partner, integrating industry-leading offensive and defensive cybersecurity with full-stack IT services. The company combines deep technical expertise with a holistic, client-centered approach, operating at the intersection of security and technology to protect, power, and accelerate client success. By aligning security strategy, infrastructure, and operational excellence, RedHelm helps organizations stay resilient in an increasingly complex threat landscape. This Service Desk Analyst I role is crucial as a primary point of contact for client technical support, directly impacting service quality, customer satisfaction, and overall operational efficiency.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: Local travel to client locations may be required; on-call rotation may be required.

• Mission: Serve as a primary point of contact for client technical support, delivering consistent, professional, and customer-focused assistance to maintain service quality and operational efficiency.
• Tech Stack: Active Directory, cloud identity platforms, Windows, macOS, VPN clients, virtual desktop solutions, ticketing systems, documentation systems.

What You’ll Actually Do
• Client Support: Serve as a primary point of contact for client technical issues via phone, email, chat, and ticketing system.
• Issue Resolution: Troubleshoot and resolve common end-user issues related to desktops, laptops, mobile devices, printers, and approved software.
• Account Administration: Perform basic user account administration, including password resets, group membership changes, and license assignments in on-premises and cloud environments.
• Application & System Support: Support installation, configuration, and basic troubleshooting of client applications, VPN clients, and virtual desktop solutions.
• Documentation & Escalation: Accurately document troubleshooting steps, resolutions, and client communications within systems, escalating issues that exceed defined scope.

The Must-Haves
• Background: Early career professional with a high school diploma or equivalent, expected to bring a customer-first mindset and a genuine willingness to grow technical skills, along with core knowledge in end-user technical support.
• Experience: Prior experience providing end-user technical support in a professional environment.
• Skills: 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 (MFA, password hygiene, endpoint protection, email security), strong customer service orientation, and clear verbal and written communication skills.
• Bonus: Industry-recognized entry-level IT certifications (e.g., CompTIA A+), experience working in a ticket-based support or service desk environment, or transferable experience from customer-facing technical, retail IT, help desk, or internal IT roles.