Remote IT Help Desk Specialist (Security-Focused)

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

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.