Service Desk Analyst l

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.

About the Role
We are seeking a Service Desk Analyst I to serve as a primary point of contact for client technical support, delivering consistent, professional, and customer-focused assistance across multiple channels. This role is responsible for incident resolution and service requests within a variety of client environments, and plays a critical part in maintaining service quality, customer satisfaction, and operational efficiency. The ideal candidate brings a customer-first mindset, strong attention to detail, and a genuine willingness to grow their technical skills over time.

Role & 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

Soft Skill Requirements

• 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

Technical Skill 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, endpoint protection, and email security

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, help desk, or internal IT roles will be considered

Additional Information

• 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
• High school diploma or equivalent required

Information Security Commitment

This role operates within a managed services environment and will have access to client systems, data, and infrastructure. All…