Service Desk Analyst II
1Path Managed ServicesPittsburgh, Pennsylvania, United States
Posted December 31, 2025
Full Time
About the Company
RedHelm delivers tailored technology solutions designed to support clients as they grow and respond immediately when threats arise.
Job Description
RedHelm is seeking a Service Desk Analyst II to serve as an escalation point for complex or unresolved technical issues within the Service Desk. This role acts as an individual contributor and bridges frontline support and specialist teams by resolving advanced end-user, infrastructure-adjacent, and systems-related issues while maintaining strong customer service and operational discipline.
Requirements
- Experience working in a ticket-based support or service desk environment, including handling escalated or complex issues.
- Advanced troubleshooting experience with Windows and macOS endpoints across user access, device configuration, and system performance.
- Strong hands-on experience with identity and access management technologies, including Active Directory, Group Policy, Microsoft 365, and Entra ID.
- Experience supporting Windows Server environments and virtualization platforms such as Hyper-V or VMware at an operational level.
- Solid understanding of TCP/IP networking fundamentals, VPN technologies, and business-class firewall concepts.
- Working knowledge of backup solutions, storage fundamentals, and disaster recovery concepts as they relate to incident response and service continuity.
Benefits
- 401k Matching
- Retirement Plan
- Generous Paid Time Off