RedHelm
Service Desk Analyst l
Pittsburgh, PA
Work authorization requiredDetected 14 hours ago
Full-Stack DevelopmentCloud PlatformsCybersecurityAccount ManagementCustomer SupportTCP/IPVPNCommunicationCollaborationCompTIA
About the role
- 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.
- Serve as a primary point of contact for client technical issues via phone, email, chat, and ticketing system
Responsibilities
- 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
- Willingness to learn, accept feedback, and develop technical skills over time
- This is an exciting time to join RedHelm as we continue to grow and innovate as a full-stack technology partner.
- Our integrated approach to offensive security, defensive operations, and IT services creates opportunities to work on complex challenges that directly impact the organizations we serve.
- We recognize that work is part of a larger purpose in each person's life, and that philosophy drives how we support growth, flexibility, and long-term development across our organization.
- More importantly, we provide an environment where you can build meaningful expertise, contribute to forward-thinking solutions, and grow alongside a company that is actively shaping its future.
Requirements
- Collaborate with peers and other technical teams to ensure timely resolution and smooth handoffs when escalation is required
- 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
- Ability to follow defined processes while managing multiple tasks in a fast-paced environment
- Familiarity with user account management in Active Directory and cloud identity platforms
Nice to have
- Industry-recognized entry-level IT certifications (e.g., CompTIA A+)
- Transferable experience from customer-facing technical, retail IT, help desk, or internal IT roles will be considered
- Participation in an on-call or after-hours support rotation may be required
- Valid driver's license and reliable transportation may be required
- Must be able to successfully pass state and federal background checks
- High school diploma or equivalent required
Skills
- Technical Skill Requirements
Company info
- We are equally committed to investing in our people.
Equal opportunity
- Employer
- 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.
- Why Join Us
- This is an exciting time to join RedHelm as we continue to grow and innovate as a full-stack technology partner. Our integrated approach to offensive security, defensive operations, and IT services creates opportunities to work on complex challenges that directly impact the organizations we serve. As we expand our capabilities and footprint, our team members play a meaningful role in shaping what comes next.
Visa & Work Authorization
- Please Note, RedHelm is currently unable to support visa sponsorship for those living in the United States and working under an H1B visa.
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This listing is sourced directly from RedHelm's careers page and normalized into a canonical job model.