Senior Service Desk Analyst II — Escalation & ITOps Lead

RedHelm; Columbia (SC); On-site; USD 52,000 - 76,000; Full time

Job summary

RedHelm is seeking a Service Desk Analyst II to serve as an escalation point, bridging frontline support with specialist teams. You will resolve advanced end‑user and system‑level issues while maintaining strong customer service and operational discipline.

The ideal candidate has hands‑on depth in Windows/macOS, Active Directory, and virtualized environments, with mentoring mindset and commitment to service quality. Join a growth‑oriented MSP culture.

Qualifications

• 3+ years of end-user and service desk support experience in a professional IT environment
• Industry-recognized IT certifications relevant to the role preferred (e.g., CompTIA Network+, Microsoft, VMware)
• Experience in a ticket-based support or service desk environment
• Experience working in 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 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

Advanced troubleshooting

Windows

macOS

Active Directory

Group Policy

Identity management

Windows Server

Hyper-V

VMware

TCP/IP

VPN

Firewalls

Backup systems

Disaster recovery

MFA

Endpoint protection

Email security

Incident awareness

Education

High school diploma or equivalent

IT certifications (preferred)

Tools

Hyper-V

VMware

Microsoft 365

Entra ID

Exchange

Job description

RedHelm is seeking a Service Desk Analyst II to serve as an escalation point, bridging frontline support with specialist teams. You will resolve advanced end‑user and system‑level issues while maintaining strong customer service and operational discipline.

The ideal candidate has hands‑on depth in Windows/macOS, Active Directory, and virtualized environments, with mentoring mindset and commitment to service quality. Join a growth‑oriented MSP culture.