Senior Service Desk Analyst II: Escalation & IT Support

RedHelm; Atlanta (GA); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) program

Paid time off

Floating holidays

Paid holidays

Job summary

RedHelm is seeking a Service Desk Analyst II in Atlanta to serve as an escalation point for complex issues and to contribute as a hands-on, individual contributor within the Service Desk.

The role bridges frontline support with specialist teams, delivering advanced troubleshooting for desktops, servers, virtualization, networking, and critical apps while maintaining strong customer service and operational discipline.

Qualifications

• 3+ years of 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 roles will be considered.
• High school diploma or equivalent required.

Responsibilities

• Act as an escalation resource for Service Desk Analyst I issues involving advanced troubleshooting or multi-system impact.
• Troubleshoot and resolve complex issues related to desktops, servers, virtual environments, networking, storage, and business-critical applications.
• Perform advanced user and system administration tasks within defined scope, following documented standards and escalation paths.
• Identify root causes of recurring or escalated issues and recommend corrective actions.
• Support installation, configuration, and troubleshooting of servers, virtualization platforms, backup solutions, and cloud services at an operational level.
• Collaborate with Systems Engineering, Cloud, and Project teams during implementations, transitions, and incident resolution.
• Mentor and provide technical guidance to Service Desk Analyst I team members, supporting skill development and consistency.
• Create, maintain, and improve technical documentation, standard operating procedures, and knowledge base articles.
• Execute and validate scripted tasks, maintenance activities, and approved automation workflows.

Skills

End-user support

Customer service mindset

Troubleshooting

Documentation

Mentoring

Prioritization

Ticketing systems

Independent diagnosis

Education

High school diploma or equivalent

Tools

Active Directory

Group Policy

Windows Server

Hyper-V

VMware

Microsoft 365 / Entra ID

Exchange

Networking (TCP/IP, VPN, firewalls)

Backup and disaster recovery

Job description

RedHelm is seeking a Service Desk Analyst II in Atlanta to serve as an escalation point for complex issues and to contribute as a hands-on, individual contributor within the Service Desk.

The role bridges frontline support with specialist teams, delivering advanced troubleshooting for desktops, servers, virtualization, networking, and critical apps while maintaining strong customer service and operational discipline.