Note: The job is a remote job and is open to candidates in USA. RedHelm is redefining what it means to be a technology partner, delivering industry-leading cybersecurity and IT services. The Service Desk Analyst I will act as a 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
Skills
- 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
- 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
Benefits
- Medical, dental, and vision coverage
- A 401(k) program
- Paid time off
- Floating holidays
- Paid holidays
Company Overview