Service Desk Analyst I
R
RedHelmCybersecurity and IT
Location: RemoteFull-TimeEntry
Salary not disclosed
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Job Details
- Required Skills
- NetworkingTroubleshootingTechnical support
Requirements
- High school diploma or equivalent
- Experience providing end-user technical support in a professional environment
- Basic troubleshooting proficiency with 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
- Strong customer service orientation with ability to remain professional under pressure
- Clear verbal and written communication skills
- Ability to follow defined processes while managing multiple tasks
- Willingness to learn and accept feedback
- Must be able to successfully pass state and federal background checks
- Valid driver's license and reliable transportation may be required
- Periodic local travel to client locations may be required
- Participation in an on-call or after-hours support rotation may be required
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 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
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