Service Desk Analyst I

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
• Support installation, configuration, and basic troubleshooting of client applications, VPN clients, and virtual desktop solutions
• Accurately document troubleshooting steps, resolutions, and client communications
• Identify, document, and escalate issues that exceed defined scope
• Execute documented scripts, workflows, and standard operating procedures
• Provide end users with guidance aligned to security best practices
• Collaborate with peers and other technical teams for timely resolution

Requirements

• 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, and endpoint protection
• High school diploma or equivalent
• Strong customer service orientation and communication skills

Preferred Qualifications

• 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, or help desk roles

About the Company

RedHelm is a technology partner delivering industry-leading offensive and defensive cybersecurity alongside full-stack IT services. We operate at the intersection of security and technology to help organizations stay resilient in a complex threat landscape.