Service Desk Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for clients dealing with technical issues through phone, email, chat, and a ticketing system.

• Diagnose and resolve typical end-user problems associated with desktops, laptops, mobile devices, printers, and authorized software.

• Conduct basic user account management tasks, such as password resets, group membership modifications, and license allocations in both on-premises and cloud environments.

• Assist with the installation, setup, and basic troubleshooting of client applications, VPN clients, and virtual desktop solutions.

• Keep a record of troubleshooting procedures, solutions, and communications with clients in ticketing and documentation systems.

• Recognize, document, and escalate issues that go beyond the defined scope according to established guidelines.

• Implement documented scripts, workflows, and standard operating procedures.

• Provide guidance to end users based on security best practices and internal documentation.

• Collaborate with colleagues and technical teams to ensure prompt resolution and seamless escalations.

• Manage client and company information with care, adhering to security and data privacy protocols.

⛳️ Requirements

• Proven experience in providing end-user technical support within a professional setting.

• Basic troubleshooting knowledge of Windows and macOS operating systems.

• Familiarity with Active Directory and cloud identity management platforms.

• Fundamental understanding of TCP/IP networking and both wired and wireless connectivity.

• Capability to support common business applications, VPN clients, and virtual desktop environments.

• Awareness of multi-factor authentication (MFA), password management, endpoint protection, and email security practices.

• Strong customer service focus and professionalism in high-pressure situations.

• Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users.

• Detail-oriented with respect to documentation and ticket notes.

• Ability to adhere to established processes while juggling multiple tasks in a fast-paced environment.

• Eagerness to learn, accept constructive feedback, and enhance technical skills.

• Possession of industry-recognized entry-level IT certifications, such as CompTIA A+ (preferred).

• Experience in ticket-based support or service desk roles (preferred).

• Transferable experience in customer-facing technical roles, retail IT, help desk, or internal IT will be valued.

• May require participation in an on-call or after-hours support rotation.

• A valid driver's license and reliable transportation may be necessary.

• Occasional local travel to client sites may be required.

• Must successfully pass state and federal background checks.

• High school diploma or equivalent is mandatory.

• Must manage client and company information responsibly and comply with security and data privacy policies.

• RedHelm is unable to provide visa sponsorship for individuals residing in the United States on an H1B visa.

🏝️ Benefits

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• 401(k) retirement plan.

• Paid time off.

• Floating holidays.

• Paid holidays.

• Opportunities for career advancement and long-term professional growth.

• Flexible support for achieving personal and professional objectives.