Managed Services Intern

Red Helm is redefining what it means to be a technology partner. We deliver industry-leading offensive and defensive cybersecurity alongside full-stack IT services that are integrated by design — protecting, powering, and accelerating our clients’ success.

Our teams operate at the intersection of security and technology, combining deep technical expertise with a holistic, client-centered approach. By aligning security strategy, infrastructure, and operational excellence, we help organizations stay resilient in an increasingly complex threat landscape.

At Red Helm, we are building an environment where innovation, accountability, and collaboration drive meaningful outcomes, both for our clients and for the professionals who support them.

Red Helm's Managed Services organization supports client IT environments across service desk, specialty services, and professional services (Pro Serv) delivery. We're seeking a Technology Intern to provide entry-level, hands-on support as a shared, cross-functional resource under the direction of a designated program lead.

This is a learning-focused role: the intern assists the Service Desk and broader Service Delivery teams with basic Tier 1 tasks, Pro Serv support, and documentation while building foundational MSP experience. Work is coordinated and prioritized daily, and the intern follows documented processes and escalation paths throughout.

• Complete pre-scheduled support tasks assigned by the program lead
• Check in daily with the program lead and PMO on short-notice and coverage needs
• Work basic Tier 1 tickets across the service desk queues, prioritizing tickets approaching SLA breach and escalating anything beyond intern scope
• Assist Specialty Services with MACD (moves/adds/changes/deletes) tasks
• Perform simple, well-documented user tasks such as password resets and basic account or license updates, under supervision
• Provide on-site "smart hands" support as needed on client sites
• Build and maintain documentation for onboarding clients
• Accurately record steps, resolutions, and client communications in the ticketing and documentation systems as needed
• Escalate promptly, ask questions, and follow established procedures and guidance

• 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

• 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

• Exposure to end-user technical support, whether through professional, academic, or informal experience (e.g., coursework, personal projects, or helping others troubleshoot)
• Familiarity with ticket-based support or service desk environments is a plus
• Transferable experience from customer-facing roles will be considered
• Great attitude and a willingness to learn

• Full-time paid position, 40 hours per week
• In-office role based in Pittsburgh, PA or Atlanta, GA
• Participation in flexible schedules may be required from time to time
• Valid driver's license and reliable…