RedHelm · 2 weeks ago
Service Desk Analyst l (Remote)
United States
Full-time
Remote
Mid Level
3+ years expRedHelm is a technology solutions provider focused on delivering tailored support to clients. They are seeking a Service Desk Analyst I to provide desktop and server support, troubleshoot issues, and maintain compliance with system standards while ensuring high customer satisfaction.
Cloud Data ServicesCommunications InfrastructureInformation TechnologyIT Infrastructure
No H1B
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
Qualification
Required
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
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
Minimum of 3-5 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
Preferred
Bachelor's or Associate's degree in a technology-related field, or equivalent IT experience
Industry certifications such as CompTIA A+ or CompTIA Network+
Experience with ticketing systems
Support Mac computers (preferred)
Company
RedHelm
Formerly 1Path, Ideal Integrations, and Blue Bastion. Now RedHelm. RedHelm delivers Security-First IT Management.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2024-12-16Acquired
Leadership Team
James Hwang
Chief Executive Officer
Megan (Cosgrove) Walker, CPA, PhD
Chief Financial Officer
Recent News
mescomputing.com
2025-08-13
2025-08-07
2025-07-14
Company data provided by crunchbase