Service Desk Analyst II

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

📋 Description

• Serve as an escalation point for Service Desk Analyst I issues that require advanced troubleshooting or impact multiple systems.

• Diagnose and resolve intricate problems related to desktops, servers, virtual environments, networking, storage, and essential business applications.

• Conduct advanced user and system administration activities within established parameters and documented standards.

• Analyze root causes of recurring or escalated problems and suggest corrective measures.

• Assist with the installation, configuration, and troubleshooting of servers, virtualization platforms, backup solutions, and cloud services.

• Work collaboratively with Systems Engineering, Cloud, and Project teams during implementations, transitions, and incident resolution.

• Guide and mentor Service Desk Analyst I team members with technical support.

• Develop, maintain, and enhance technical documentation, standard operating procedures, and knowledge base entries.

• Execute and verify scripted tasks, maintenance activities, and approved automation workflows.

• Deliver high-quality end-user and service desk support while ensuring customer service excellence and operational discipline.

⛳️ Requirements

• A minimum of 3 years of experience providing end-user and service desk support in a professional IT setting.

• Preferred industry-recognized IT certifications relevant to the position, such as CompTIA Network+, Microsoft, or VMware.

• Experience in a ticket-based support or service desk environment.

• Background working within a Managed Service Provider (MSP) or multi-client setting.

• Transferable experience from customer-facing technical roles, retail IT, help desk, or internal IT positions will be considered.

• High school diploma or equivalent is required.

• Proficient in advanced troubleshooting of Windows and macOS operating systems.

• Strong understanding of Active Directory, Group Policy, and identity management platforms.

• Hands-on experience supporting Windows Server and virtualization platforms like Hyper-V and VMware.

• Knowledge of TCP/IP networking, VPN technologies, and business-class firewalls.

• Familiarity with backup systems, storage concepts, and disaster recovery principles.

• Experience troubleshooting Active Directory, Microsoft 365 / Entra ID, Exchange, and virtual desktop environments.

• Awareness of security best practices, including MFA, endpoint protection, email security, and incident awareness.

• May be required to participate 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.

• Must handle client and company information with care and adhere to security and data privacy protocols.

• RedHelm cannot support visa sponsorship for individuals residing in the United States and working under an H1B visa.

🏝️ Benefits

• Medical coverage

• Dental coverage

• Vision coverage

• 401(k) program

• Paid time off

• Floating holidays

• Paid holidays

• Opportunities for growth, flexibility, and long-term development