Senior Service Desk Analyst — Escalations & IT Support

RedHelm; United States; Remote; USD 65,000 - 85,000; Full time

Job summary

RedHelm is seeking a Service Desk Analyst II to act as an escalation point for challenging issues and to contribute as an individual within the Service Desk. This role bridges frontline support and specialist teams by resolving advanced end‑user, infrastructure‑adjacent, and systems‑related issues while maintaining strong customer service and operational discipline.

The ideal candidate brings hands‑on technical depth, a mentoring mindset, and a genuine commitment to service quality and

Qualifications

• 3+ years of experience providing end-user and service desk support in a professional IT environment.
• Industry-recognized IT certifications relevant to the role preferred (e.g., CompTIA Network+, Microsoft, VMware)
• Experience working in a ticket-based support or service desk environment
• Experience working within an MSP or multi-client environment
• Transferable experience from customer-facing technical, retail IT, help desk, or internal IT roles will be considered
• High school diploma or equivalent

Responsibilities

• Escalation resource for Service Desk I issues with advanced troubleshooting.
• Troubleshoot desktops, servers, virtualization, networking, and apps.
• Perform advanced user and system administration tasks.
• Identify root causes and recommend corrective actions.
• Support server, virtualization, backup, and cloud services administration.
• Collaborate with Systems Engineering, Cloud, and Projects during implementations and incidents.
• Mentor Service Desk I team; document procedures and knowledge base articles.
• Execute scripted tasks and automation workflows.

Skills

Customer service

Issue diagnosis

Communication

Documentation

Prioritization

Mentoring

Independent work

Education

High school diploma or equivalent

Tools

Active Directory

Group Policy

Hyper-V

VMware

Microsoft 365

Entra ID

Exchange

VPN

Firewalls

Job description

RedHelm is seeking a Service Desk Analyst II to act as an escalation point for challenging issues and to contribute as an individual within the Service Desk. This role bridges frontline support and specialist teams by resolving advanced end‑user, infrastructure‑adjacent, and systems‑related issues while maintaining strong customer service and operational discipline.

The ideal candidate brings hands‑on technical depth, a mentoring mindset, and a genuine commitment to service quality and