Service Desk Analyst l

Confirmed live in the last 24 hours

RedHelm

Pittsburgh, PA/ Boardman, OH/ Youngstown, OH

Hybrid

Posted April 20, 2026

Job Description

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 ema

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