Senior Service Desk Analyst II | Escalations & Mentorship

RedHelm; Pittsburgh (Allegheny County); On-site; USD 55,000 - 75,000; Full time

Job summary

RedHelm is seeking a Service Desk Analyst II to act as an escalation point for challenging technical issues and to contribute as an individual in the Service Desk. You will resolve advanced end‑user, infrastructure‑adjacent, and systems‑related problems while upholding service quality and operational discipline.

You will mentor Service Desk Analyst I teammates, create and refine documentation, and collaborate with Systems Engineering and Cloud teams during implementations and incident

Qualifications

• 3+ years of end‑user and service desk experience in a professional IT environment.
• Certification in IT (e.g., Network+, Microsoft, VMware) is preferred.
• Experience in ticket-based support and MSP environments.
• High school diploma or equivalent required.

Responsibilities

• Serve as escalation resource for complex Service Desk issues.
• Troubleshoot desktops, servers, virtual environments, and networks.
• Perform admin tasks within defined scope per standards.
• Identify root causes and suggest corrective actions.
• Collaborate with engineering and project teams on incidents.

Skills

End-user support

Troubleshooting

Customer service

Mentoring

Documentation

Education

High school diploma

Tools

Windows

macOS

Active Directory

Group Policy

VMware/Hyper‑V

Microsoft 365/Entra ID

Job description

RedHelm is seeking a Service Desk Analyst II to act as an escalation point for challenging technical issues and to contribute as an individual in the Service Desk. You will resolve advanced end‑user, infrastructure‑adjacent, and systems‑related problems while upholding service quality and operational discipline.

You will mentor Service Desk Analyst I teammates, create and refine documentation, and collaborate with Systems Engineering and Cloud teams during implementations and incident