Service Desk Analyst l (Field)

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.

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
• 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

Additional Information

• Participation in an on-call or after-hours support rotation may be required
• Valid driver's 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.

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

Why Join Us

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 person’s 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.