Security-Focused IT Help Desk Specialist Hybrid

Red Cell Partners, LLC.; McLean (VA); Hybrid; USD 65,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Unlimited PTO

Flexible work environment

Parental leave

Job summary

Red Cell Partners, LLC. is seeking an IT Help Desk Specialist to own day-to-day end user support in a security-conscious defense-tech environment. You will be the first point of contact for IT requests, manage user accounts in Entra ID, and build the Knowledge Base.

You will deliver Tier 1 and 2 support for Windows/macOS, Microsoft 365 apps, and devices, while onboarding/offboarding employees and maintaining asset records. A hybrid schedule in McLean, VA is available.

Qualifications

• 2+ years of help desk or desktop support experience.
• 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 and the ability to write end user documentation.
• Customer-focused approach with the ability to manage multiple requests.

Responsibilities

• Manage the help desk ticket queue in Zendesk, triaging, resolving, and escalating requests within defined SLAs.
• Provide Tier 1 and Tier 2 support for Windows and macOS endpoints, Microsoft 365 apps, mobile devices, and conference room equipment.
• Support executives and senior leaders with device setup, troubleshooting, and meeting technology.
• Own the account lifecycle: create, modify, and deactivate user accounts in Entra ID and connected SaaS apps.
• Onboard new hires and offboard departing employees, provisioning devices, licenses, and access removal.
• Expand and maintain the IT Knowledge Base with clear how-to articles and guides.
• Enroll and manage devices via Microsoft Intune and the RMM platform.
• Assist with MFA enrollment and sign-in issues; reset passwords.
• Maintain asset and license records; follow security/compliance procedures and report incidents.
• Identify recurring issues and suggest process or tooling improvements.

Skills

Microsoft 365 Admin

Ticketing systems

Windows & macOS support

Clear documentation

Customer-focused

Tools

Microsoft Intune

RMM platform

NinjaOne

Job description

Red Cell Partners, LLC. is seeking an IT Help Desk Specialist to own day-to-day end user support in a security-conscious defense-tech environment. You will be the first point of contact for IT requests, manage user accounts in Entra ID, and build the Knowledge Base.

You will deliver Tier 1 and 2 support for Windows/macOS, Microsoft 365 apps, and devices, while onboarding/offboarding employees and maintaining asset records. A hybrid schedule in McLean, VA is available.