At RedHelm, we deliver tailored technology solutions designed to support our clients as they grow and to respond immediately when threats arise. Our mission is rooted in partnership, precision, and protection — values that are reflected in our name. RedHelm symbolizes elite protection, decisive leadership, and forward-driven strength, aligning closely with our commitment to excellence in everything we do.
We have a clear vision as an employer: to be the preferred technology employer for skill mastery, team formation, and career longevity. That vision is supported by a strong foundation of core ideals shared by every member of our team. We answer the call in moments of urgency or uncertainty, responding with focus, composure, and dependability. We own it by stepping up, following through, and taking pride in delivering what matters most to our clients and partners. We act with integrity, doing what’s right—not just what’s easy—while contributing to the communities we serve. We continuously raise the bar, bringing discipline, precision, and a drive for improvement to every challenge we face. And above all, we win together, celebrating our shared successes as one united team.
At RedHelm, we don’t just build technology—we build trust, deliver impact, and lead with purpose.
We are seeking a Service Desk Analyst l I to provide reliable desktop and server support across multiple channels, including phone, email, and in-person. This role is responsible for the provisioning, installation, configuration, troubleshooting, and maintenance of hardware, software, and related systems infrastructure. The Service Desk Analyst l also supports technical research and development initiatives helping to drive improvement and innovation within client environments, as well as maintains compliance with system standards and client requirements. The ideal candidate is someone who thrives on learning, has a passion for the latest technology trends, and brings understands how to bring a customer-first approach to every interaction.
Role & Responsibilities:
Provide professional support to end users via phone, email, and in-person, ensuring consistently high customer satisfaction
Follow clear procedures and apply structured, decisive troubleshooting to resolve issues reliably
Maintain accurate documentation, adhering to departmental and company standards
Troubleshoot desktops, software, and printers, ensuring smooth day-to-day operations
Manage Active Directory, including user accounts, password resets, group assignments, and license access
Support and manage virtual desktop environments using documented instructions, including powering cycles in at least one platform (DaaS, vCloud, vCenter)
Administer and troubleshoot Microsoft portals, including account and license management
Apply security best practices, including password management, multi-factor authentication, anti-spam, endpoint protection, and security awareness training
Configure and enforce Group Policy to maintain system integrity and compliance
Troubleshoot circuits, engage with ISPs, initiate RMAs, and support physical networking tasks
Implement antivirus tools and support DUO MFA setup for new users
Execute documented scripts using NCentral Automation Manager to streamline operations
Soft Skill Requirements
Deliver excellent customer service with professionalism and a customer-first approach
Demonstrate strong interpersonal skills and ability to collaborate effectively with others
Exhibit excellent verbal and written communication across multiple channels, including email, Microsoft Teams, telephone, and in-person
Apply strong analytical, evaluative, and problem-solving abilities
Multitask effectively in a fast-paced environment
Show curiosity and willingness to learn, taking on increasingly complex tasks
Create and maintain clear, concise documentation consistently
Communicate technical information clearly to non-technical audiences
Work successfully with limited supervision while maintaining accountability
Technical Skill Requirements
Minimum of 3-5 years’ experience providing end-user desktop support and managing infrastructure systems
Install and support Microsoft Edge devices, including Windows 10/11 OS, client support, and command-line tasks
Hands-on experience with Windows Server (2012, 2016, 2019) and Microsoft 365 cloud services
Administer Active Directory, including user accounts, group assignments, and password management
Mobile devices: Install and configure supported iOS and Android devices
Software: Install, support, and troubleshoot computer and mobile software, including Office 2016/2019/365 and line-of-business applications; coordinate with vendors as needed
Hardware: Install, support, and maintain physical hardware components; coordinate with vendors as required
Networking: Basic understanding of TCP/IP protocols and common networking devices
Security: Install and support antivirus and endpoint threat detection tools; maintain awareness of security threats and incident response
Support spam filtering solutions, including basic usage and troubleshooting
Provide basic backup system support and troubleshooting
Familiarity with MFA, SSO, and web security practices
Support Mac computers (preferred)
Preferred Qualifications
Bachelor’s or Associate’s degree in a technology-related field, or equivalent IT experience
Industry certifications such as CompTIA A+ or CompTIA Network+
Experience with ticketing systems
Please Note: RedHelm is currently unable to support visa sponsorship for those living in the United States and working under an H1B visa.
RedHelm provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, RedHelm will provide reasonable accommodations for qualified individuals with disabilities.
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