Service Desk Analyst l (Field)

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 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.

This is a hybrid position. The selected candidate will serve as a dedicated technician for one of our clients and will be required to work on-site three (3) days per week at the clients location in downtown Pittsburgh PA with the remaining days eligible to be worked remotely.

Role & Responsibilities:

• Serve as the dedicated on-site technician for an assigned client at their downtown Pittsburgh PA location three days per week building strong working relationships with client staff and providing responsive in-person support
• 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 drivers license and reliable transportation may be required
• 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 team members are expected to handle client and company information responsibly follow established security and data privacy procedures and support our commitment to maintaining the confidentiality integrity and availability of the systems we manage. Candidates should be comfortable working within a security-conscious culture where following documented processes and protecting client data are core expectations of the job.

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 addition RedHelm will provide reasonable accommodations for qualified individuals with disabilities.

Please Note RedHelm is currently unable to support visa sponsorship for any employee.

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 persons 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.