Hybrid Service Desk Analyst | On-Site Pittsburgh Support

RedHelm; Pittsburgh (Allegheny County); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k)

Paid time off

Floating holidays

Paid holidays

Job summary

RedHelm in Pittsburgh, PA is seeking a Service Desk Analyst I to be the primary contact for client technical support across phone, email, chat, and ticketing. You will resolve incidents and service requests while delivering professional, customer-focused assistance in a hybrid on-site/off-site arrangement.

The role emphasizes security-minded support, documentation of steps, and collaboration with peers to ensure timely resolution.

Qualifications

• 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.
• Ability to support common business applications, VPN clients, and virtual desktop environments.
• Awareness of security fundamentals such as MFA, password hygiene, endpoint protection, and email security.

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 elevate 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
• Participation in an on-call or after-hours support rotation may be required
• Local travel to client locations may be required based on business needs

Skills

Customer service

Verbal communication

Written communication

Documentation

Multitasking

Growth mindset

Education

High school diploma or equivalent

Tools

Active Directory

Cloud identity platforms

VPN clients

Windows/macOS troubleshooting

Job description

RedHelm in Pittsburgh, PA is seeking a Service Desk Analyst I to be the primary contact for client technical support across phone, email, chat, and ticketing. You will resolve incidents and service requests while delivering professional, customer-focused assistance in a hybrid on-site/off-site arrangement.

The role emphasizes security-minded support, documentation of steps, and collaboration with peers to ensure timely resolution.