IT Help Desk Specialist

Red Cell Partners, LLC.; United States; Remote; USD 65,000 - 75,000; Full time

Benefits offered by this job

Fully remote work environment

Competitive salary, bonus, and equity

Job summary

Red Cell Partners is seeking an IT Help Desk Specialist to own day-to-day end user support in a fully remote, defense-focused environment. You will be the first point of contact, manage user accounts in Entra ID, and support Windows/macOS, M365, and security-conscious workflows.

You will triage tickets in Zendesk, build a self-service knowledge base, onboard/offboard users, and enforce compliance with federal standards.

Qualifications

• 2+ years of help desk or desktop support experience.
• Hands-on experience administering Microsoft 365 and Entra ID accounts.
• Experience with Windows and macOS troubleshooting.
• Experience with Zendesk, ServiceNow, or Jira Service Management.
• Strong written communication and end-user documentation.
• U.S. Citizenship required.
• Preferred: Microsoft Intune, Conditional Access, or an RMM platform.
• Familiarity with federal compliance frameworks (CMMC, NIST SP 800-171).
• Experience supporting a defense contractor or regulated environment.
• Certifications such as CompTIA A+/Security+ or MS 365.
• Ability to obtain U.S. security clearance.

Responsibilities

• Manage the help desk ticket queue in Zendesk, triaging, resolving, and escalating requests.
• Provide Tier 1 and Tier 2 support for Windows and macOS endpoints, Microsoft 365 applications, mobile devices, and conference room equipment.
• Own the account lifecycle: create, modify, and deactivate user accounts in Microsoft Entra ID and connected SaaS applications.
• Execute new hire onboarding and employee offboarding, including device provisioning, license assignment, and access removal.
• Expand and maintain the IT Knowledge Base with clear, accurate how-to articles and troubleshooting guides.
• Enroll, inventory, and support devices through Microsoft Intune and the RMM platform.
• Reset passwords and support MFA enrollment and sign-in issues.
• Maintain accurate asset and license records.
• Follow security and compliance procedures in all support activities, and report suspected security incidents promptly.
• Identify recurring issues and recommend process or tooling improvements.

Skills

2+ years help desk experience

Windows/macOS troubleshooting

Strong written communication

Customer-focused

Multitasking

Tools

Microsoft 365

Entra ID

Zendesk

ServiceNow

Jira Service Management

Microsoft Intune

Job description

About Us

Red Cell Partners is an incubation firm building and investing in rapidly scalable technology-led companies that are bringing revolutionary advancements to market in three distinct practice areas: healthcare, cyber, and national security. United by a shared sense of duty and deep belief in the power of innovation, Red Cell is developing powerful tools and solutions to address our Nation’s most pressing problems.

About Defcon AI

RESILIENCE IN THE FACE OF DISRUPTION. Defcon AI is an insights company that leverages artificial intelligence, mathematical optimization, data analytics, and software engineering for resilient optimization of complex systems.
In today’s dynamically changing world, Defcon AI’s technology aligns outcomes with operational goals, better decision making, and empowers customers to anticipate assess, and mitigate the impacts of disruptions.

About the Role

We are seeking an IT Help Desk Specialist to own day-to-day end user support for a fast-growing, defense-focused organization of 70+ employees. This role is the first point of contact for IT requests, manages the user account lifecycle, and builds out our self-service Knowledge Base. You will work in a Microsoft 365 environment with a strong emphasis on security and compliance.

This is an ideal opportunity for someone who enjoys being the go-to problem solver, takes pride in delivering excellent employee support, and wants exposure to a security-conscious defense-tech environment.

Key Responsibilities

• Manage the help desk ticket queue in Zendesk, triaging, resolving, and escalating requests within defined service levels

• Provide Tier 1 and Tier 2 support for Windows and macOS endpoints, Microsoft 365 applications, mobile devices, and conference room equipment

• Own the account lifecycle: create, modify, and deactivate user accounts in Microsoft Entra ID and connected SaaS applications

• Execute new hire onboarding and employee offboarding, including device provisioning, license assignment, and access removal

• Expand and maintain the IT Knowledge Base with clear, accurate how-to articles and troubleshooting guides

• Enroll, inventory, and support devices through Microsoft Intune and the RMM platform

• Reset passwords and support MFA enrollment and sign-in issues

• Maintain accurate asset and license records

• Follow security and compliance procedures in all support activities, and report suspected security incidents promptly

• Identify recurring issues and recommend process or tooling improvements

Required Qualifications

• 2+ years of help desk or desktop support experience

• Hands-on experience administering Microsoft 365 and Entra ID user accounts, groups, and licenses

• Working knowledge of Windows and macOS troubleshooting

• Experience with a ticketing system such as Zendesk, ServiceNow, or Jira Service Management

• Strong written communication skills, with the ability to write clear end user documentation

• Customer-focused approach and the ability to manage multiple requests at once

• U.S. Citizenship Required

Preferred Qualifications

• Experience with Microsoft Intune, Conditional Access, or an RMM platform such as NinjaOne

• Familiarity with CMMC, NIST SP 800-171, or other federal compliance frameworks

• Experience supporting a defense contractor or other regulated environment

• CompTIA A+, Security+, or Microsoft 365 certifications (e.g., MD-102, MS-900)

• Ability to obtain and maintain a U.S. security clearance

What We Offer:

• A fully remote work environment

• Competitive salary, bonus, and equity package

• 100% employer paid, comprehensive health insurance including medical, dental, and vision for you and your family

• Unlimited PTO, with your manager’s approval

• Flexible work environment where you manage your work day

• 14 weeks of fully-paid parental leave

Salary Range:

$65,000-$75,000. This represents the typical salary range for this position based on experience, skills, and other factors.

Our Red Cell Partners Benefits (may differ for each incubation):

For full-time roles

• Career track opportunity with potential for rapid advancement withstrong performanceas the firm grows
• 100% employer paid, comprehensive health care including medical, dental, and vision for you and your family.
• Paid maternity and paternity for 14 weeks at employees’ normal pay.
• Unlimited PTO, with management approval.
• Opportunities for professional development and continued learning.
• Optional 401K, FSA, and equity incentives available.
• Mental health benefits are available through Tara Mind.
• Cost effective GLP-1 solutions available through Crux.

We’re an Equal Opportunity Employer: You’ll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Applicant Data Disclosure

Bysubmittingan application, you acknowledge that Red Cell Partners, LLC (“Red Cell”) uses third-party service providers tofacilitateits recruitment and hiring processes. These providers include applicant tracking systems, candidate verification platforms, and fraud detection tools (collectively, “Hiring Platforms”). Your application materials, including your résumé, cover letter, work samples, responses to application questions, and any other information yousubmit, may be transmitted to and processed by these Hiring Platforms for the following purposes:

• Managing and administering your application throughout the hiring process;

• Verifying the accuracy and authenticity of application materials, including by cross-referencing information you provide against publicly available sources and proprietary databases;

• Identifyingindicators of potentially fraudulent, fabricated, or materially misleading application content, including but not limited to discrepancies betweensubmittedmaterials and publicly available professional profiles, geographic anomalies, and fabricated work histories.

Applications that are flagged through this process ascontainingindicators of fraud or material misrepresentation may be declined from further consideration. If you have questions about the status of your application or the evaluation process, please contact [e-mail]_

Red Cell requires its Hiring Platform providers to process your information solely for the purposes described above andin accordance withapplicable law. Your information will beretainedonly for as long as necessary to fulfill these purposes and any applicable legal obligations, after which it will be deletedin accordance with Red Cell’s data retention policies.

For more information about how your data is used, please refer to our Privacy Policy and Applicant Privacy Notice.