IT Help Desk Specialist

Talenthop; United States; Remote; USD 65,000 - 75,000; Full time

Benefits offered by this job

Fully remote work environment

Health insurance for employees and its

Unlimited paid time off

14 weeks parental leave

Job summary

Red Cell Partners is seeking an IT Help Desk Specialist to support a defense-focused team of 70+ employees in a fully remote role. You will be the primary contact for IT requests, manage user accounts in Microsoft 365 and Entra ID, and build a self-service knowledge base.

You will triage tickets in Zendesk, provide Tier 1–2 support for Windows and macOS, enroll devices with Intune, ensure security compliance, and contribute to asset management.

Qualifications

• Minimum 2 years of help desk or desktop support experience.
• Experience administering Microsoft 365 and Entra ID user accounts and licenses.
• Proficiency in troubleshooting Windows and macOS.
• Familiarity with ticketing systems such as Zendesk, ServiceNow, or Jira Service Management.
• Customer-focused with ability to manage multiple requests concurrently.

Responsibilities

• Manage the help desk ticket queue using Zendesk, including triage, resolution, and escalation.
• Provide Tier 1 and Tier 2 support for Windows, macOS, Microsoft 365 apps, mobile devices, and conference equipment.
• Administer user account lifecycle in Microsoft Entra ID and connected SaaS applications.
• Handle onboarding and offboarding processes, including device provisioning and license management.
• Create and maintain IT Knowledge Base articles and troubleshooting guides.
• Enroll, inventory, and support devices via Microsoft Intune and RMM platforms.
• Reset passwords and assist with MFA enrollment and sign-in issues.
• Maintain accurate asset and license records.
• Follow security and compliance protocols and report incidents promptly.
• Identify recurring issues and recommend improvements.

Skills

Customer-focused

Multitasking

Strong communication

Tools

Zendesk

Microsoft 365

Entra ID

Intune

RMM platforms

Job description

Red Cell Partners is an incubation firm that builds and invests in technology-led companies focused on healthcare, cyber, and national security sectors. The organization develops innovative tools and solutions to address significant national challenges through scalable ventures.

About the Opportunity:

The IT HELP DESK SPECIALIST will provide daily end-user IT support for a defense-focused team of over 70 employees. This role serves as the primary contact for IT requests, manages user accounts, and develops a self-service Knowledge Base within a Microsoft 365 environment emphasizing security and compliance. The position is critical to maintaining efficient IT operations and supporting a security-conscious workplace.

Responsibilities:

• Manage the help desk ticket queue using Zendesk, including triage, resolution, and escalation
• Provide Tier 1 and Tier 2 support for Windows, macOS, Microsoft 365 apps, mobile devices, and conference equipment
• Administer user account lifecycle in Microsoft Entra ID and connected SaaS applications
• Handle onboarding and offboarding processes, including device provisioning and license management
• Create and maintain IT Knowledge Base articles and troubleshooting guides
• Enroll, inventory, and support devices via Microsoft Intune and RMM platforms
• Reset passwords and assist with MFA enrollment and sign-in issues
• Maintain accurate asset and license records
• Follow security and compliance protocols and report incidents promptly
• Identify recurring issues and recommend improvements

Requirements:

• Minimum 2 years of help desk or desktop support experience
• Experience administering Microsoft 365 and Entra ID user accounts and licenses
• Proficiency in troubleshooting Windows and macOS
• Familiarity with ticketing systems such as Zendesk, ServiceNow, or Jira Service Management
• Customer-focused with ability to manage multiple requests concurrently

Pay Range and Compensation Package:

• Salary range is $65,000 to $75,000 based on experience, skills, and other factors
• Fully remote work environment
• Competitive salary, bonus, and equity package
• 100% employer-paid comprehensive health insurance including medical, dental, and vision for employees and their families
• Unlimited paid time off with managerial approval
• Fourteen weeks of fully paid parental leave

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.