Service Desk Analyst l

Service Desk Analyst l

Pittsburgh, PA/ Boardman, OH/ Youngstown, OH

RedHelm 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 RedHelm, 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 l I to provide reliable desktop and server support across multiple channels, including phone, email, and in-person. This role is responsible for the provisioning, installation, configuration, troubleshooting, and maintenance of hardware, software, and related systems infrastructure. The Service Desk Analyst l also supports technical research and development initiatives helping to drive improvement and innovation within client environments, as well as maintains compliance with system standards and client requirements. The ideal candidate is someone who thrives on learning, has a passion for the latest technology trends, and brings understands how to bring a customer-first approach to every interaction.

Role & Responsibilities:

• Provide professional support to end users via phone, email, and in-person, ensuring consistently high customer satisfaction
• Follow clear procedures and apply structured, decisive troubleshooting to resolve issues reliably
• Maintain accurate documentation, adhering to departmental and company standards
• Troubleshoot desktops, software, and printers, ensuring smooth day-to-day operations
• Manage Active Directory, including user accounts, password resets, group assignments, and license access
• Support and manage virtual desktop environments using documented instructions, including powering cycles in at least one platform (DaaS, vCloud, vCenter)
• Administer and troubleshoot Microsoft portals, including account and license management
• Apply security best practices, including password management, multi-factor authentication, anti-spam, endpoint protection, and security awareness training
• Configure and enforce Group Policy to maintain system integrity and compliance
• Troubleshoot circuits, engage with ISPs, initiate RMAs, and support physical networking tasks
• Implement antivirus tools and support DUO MFA setup for new users
• Execute documented scripts using NCentral Automation Manager to streamline operations

Soft Skill Requirements

• Deliver excellent customer service with professionalism and a customer-first approach
• Demonstrate strong interpersonal skills and ability to collaborate effectively with others
• Exhibit excellent verbal and written communication across multiple channels, including email, Microsoft Teams, telephone, and in-person
• Apply strong analytical, evaluative, and problem-solving abilities
• Multitask effectively in a fast-paced environment
• Show curiosity and willingness to learn, taking on increasingly complex tasks
• Create and maintain clear, concise documentation consistently
• Communicate technical information clearly to non-technical audiences
• Work successfully with limited supervision while maintaining accountability

Technical Skill Requirements

• Minimum of 2-4 years' experience providing end-user desktop support and managing infrastructure systems
• Install and support Microsoft Edge devices, including Windows 10/11 OS, client support, and command-line tasks
• Hands-on experience with Windows Server (2012, 2016, 2019) and Microsoft 365 cloud services
• Administer Active Directory, including user accounts, group assignments, and password management
• Mobile devices: Install and configure supported iOS and Android devices
• Software: Install, support, and troubleshoot computer and mobile software, including Office 2016/2019/365 and line-of-business applications; coordinate with vendors as needed
• Hardware: Install, support, and maintain physical hardware components; coordinate with vendors as required
• Networking: Basic understanding of TCP/IP protocols and common networking devices
• Security: Install and support antivirus and endpoint threat detection tools; maintain awareness of security threats and incident response
• Support spam filtering solutions, including basic usage and troubleshooting
• Provide basic backup system support and troubleshooting
• Familiarity with MFA, SSO, and web security practices
• Support Mac computers (preferred)

Preferred Qualifications

• Industry certifications such as CompTIA A+ or CompTIA Network+
• Experience with ticketing systems

Location

• Candidates in the Pittsburgh, PA, Boardman, OH, or Youngstown, OH preferred.
• This role is eligible to be Hybrid or Remote based on qualifications

Please Note: RedHelm is currently unable to support visa sponsorship for those living in the United States and working under an H1B visa.

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.

We are equally committed to investing in our people. We believe in a culture where we care about individuals not just for their professional ambitions, but for their personal goals as well. 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.

We offer a comprehensive and competitive benefits package designed to support both career progression and personal wellbeing, including medical, dental, and vision coverage, a 401(k) program, paid time off, floating holidays, and paid holidays. 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.