Service Desk Analyst II

Jobtailor; Deutschland; Remote; EUR 42.000 - 64.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks an experienced IT Service Desk professional to act as an escalation resource for advanced troubleshooting across desktops, servers, virtualization, networking, and business applications.

You will mentor junior analysts, create technical documentation, and collaborate with Systems Engineering, Cloud, and Project teams during implementations and incidents.

Qualifikationen

• 3+ years of end-user and service desk support in a professional IT environment.
• Industry-recognized IT certifications such as CompTIA Network+, Microsoft, or VMware preferred.
• Experience in ticket-based support or MSP/multi-client environments.
• Strong troubleshooting in Windows and macOS and knowledge of AD/identity management.
• Familiarity with security best practices and incident awareness.

Aufgaben

• Act as an escalation resource for Service Desk Analyst I issues with advanced troubleshooting or multi-system impact.
• Troubleshoot and resolve complex issues involving desktops, servers, virtualization, networking, storage, and apps.
• Perform advanced user and system administration tasks within defined scope.
• Identify root causes of recurring issues and recommend corrective actions.
• Support installation, configuration, and troubleshooting of servers, virtualization, backup, and cloud services.
• Collaborate with Systems Engineering, Cloud, and Project teams during implementations and incidents.
• Mentor and provide technical guidance to Service Desk Analyst I team members.
• Create and maintain technical documentation and knowledge base articles.
• Execute scripted tasks, maintenance, and approved automation workflows.
• Provide high-quality end-user and service desk support while upholding service standards.

Kenntnisse

Advanced Troubleshooting

Active Directory Management

Windows Server Support

Windows Operating System

MacOS Operating System

Group Policy

VMware

Hyper-V

TCP/IP Networking

Backup Systems

Ausbildung

High school diploma or equivalent

Tools

Microsoft 365

Entra ID

Exchange

Virtual Desktop Environments

VPN Technologies

Firewalls

Jobbeschreibung

• Act as an escalation resource for Service Desk Analyst I issues involving advanced troubleshooting or multi-system impact
• Troubleshoot and resolve complex issues involving desktops, servers, virtual environments, networking, storage, and business-critical applications
• Perform advanced user and system administration tasks within defined scope and documented standards
• Identify root causes of recurring or escalated issues and recommend corrective actions
• Support installation, configuration, and troubleshooting of servers, virtualization platforms, backup solutions, and cloud services
• Collaborate with Systems Engineering, Cloud, and Project teams during implementations, transitions, and incident resolution
• Mentor and provide technical guidance to Service Desk Analyst I team members
• Create, maintain, and improve technical documentation, standard operating procedures, and knowledge base articles
• Execute and validate scripted tasks, maintenance activities, and approved automation workflows
• Provide high-quality end-user and service desk support while maintaining customer service and operational discipline

Requirements

• 3+ years of experience providing end-user and service desk support in a professional IT environment
• Industry-recognized IT certifications relevant to the role preferred, such as CompTIA Network+, Microsoft, or VMware
• Experience working in a ticket-based support or service desk environment
• Experience working within an MSP or multi-client environment
• Transferable experience from customer-facing technical, retail IT, help desk, or internal IT roles will be considered
• High school diploma or equivalent required
• Advanced troubleshooting of Windows and macOS operating systems
• Strong working knowledge of Active Directory, Group Policy, and identity management platforms
• Practical experience supporting Windows Server and virtualization platforms such as Hyper-V and VMware
• Working knowledge of TCP/IP networking, VPN technologies, and business-class firewalls
• Familiarity with backup systems, storage concepts, and disaster recovery fundamentals
• Experience troubleshooting Active Directory, Microsoft 365 / Entra ID, Exchange, and virtual desktop environments
• Understanding 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
• Valid driver's license and reliable transportation may be required
• Periodic local travel to client locations may be required
• Must successfully pass state and federal background checks
• Must handle client and company information responsibly and follow security and data privacy procedures
• RedHelm is unable to support visa sponsorship for those living in the United States and working under an H1B visa

Core Competencies

Demonstrates advanced troubleshooting skills in Windows and macOS operating systems, along with strong knowledge of Active Directory, Group Policy, and virtualization platforms. Provides high-quality end-user support while ensuring adherence to security best practices and operational standards.

Highest-signal resume keywords

• Advanced Troubleshooting
• Active Directory Management
• Windows Server Support
• Virtualization Platforms (Hyper-V, VMware)
• IT Certifications (CompTIA Network+, Microsoft)

ATS Optimization Keywords

Hard Skills

• Advanced Troubleshooting
• Windows Operating System
• MacOS Operating System
• Active Directory
• Group Policy
• Windows Server
• Hyper-V
• VMware
• TCP/IP Networking
• Backup Systems

Soft Skills

• Customer Service
• Mentoring
• Collaboration
• Technical Guidance
• Problem Solving

Certifications & Qualifications

• CompTIA Network+
• Microsoft Certifications
• VMware Certifications

Industry Keywords

• Service Desk Support
• Multi-Client Environment
• Incident Resolution
• Technical Documentation
• Data Privacy Procedures

Tools & Technologies

• Microsoft 365
• Entra ID
• Exchange
• Virtual Desktop Environments
• VPN Technologies
• Business-Class Firewalls