Security‑Minded IT Help Desk Specialist | 365 & End‑User Support

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

Benefits offered by this job

Health insurance (family)

Unlimited PTO

Flexible work environment

Parental leave

401K option

Mental health benefits

Equity incentives

Job summary

Red Cell Partners, LLC. is seeking an IT Help Desk Specialist to own day-to-day end user support in a Microsoft 365 environment with a strong emphasis on security and compliance. You will be the first point of contact for IT requests and manage the user account lifecycle for a 70+ employee organization.

You will handle onboarding/offboarding, device provisioning, license assignments, and contribute to a growing IT Knowledge Base while supporting executives and staff in a defense-focused setting.

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.

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.
• Provide responsive, high-touch IT support to executives and senior leaders, including device setup, troubleshooting, application access, and meeting technology support.
• 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

Help desk experience

MS 365 knowledge

Entra ID knowledge

Windows/macOS troubleshooting

Security awareness

Written communication

Tools

Zendesk

ServiceNow

Jira Service Management

Job description

Red Cell Partners, LLC. is seeking an IT Help Desk Specialist to own day-to-day end user support in a Microsoft 365 environment with a strong emphasis on security and compliance. You will be the first point of contact for IT requests and manage the user account lifecycle for a 70+ employee organization.

You will handle onboarding/offboarding, device provisioning, license assignments, and contribute to a growing IT Knowledge Base while supporting executives and staff in a defense-focused setting.