Service Desk Analyst I - Customer-First IT Support

RedHelm; United States; Remote; USD 42,000 - 52,000; Full time

Job summary

RedHelm is seeking a Service Desk Analyst I to serve as the primary point of contact for client technical support, delivering consistent, professional, and customer-focused assistance across multiple channels.

This role is responsible for incident resolution and service requests within a variety of client environments, and plays a critical part in maintaining service quality, customer satisfaction, and operational efficiency.

Qualifications

• Entry-level IT support experience or training is acceptable.
• Experience providing end-user technical support in a professional environment is preferred.
• Familiarity with security fundamentals such as MFA and endpoint protection is a plus.

Responsibilities

• Serve as primary contact for client technical issues via phone, email, chat, and ticketing system.
• Troubleshoot and resolve common end-user issues on desktops, laptops, mobile devices, printers, and approved software.
• Perform basic user account administration including password resets and license assignments.
• Support installation and basic troubleshooting of client applications, VPN clients, and VDI.
• Document troubleshooting steps and resolutions in ticketing and documentation systems.
• Escalate issues that exceed defined scope following procedures.
• Provide end users with guidance aligned to security best practices.

Skills

Customer service orientation

Clear communication

Attention to detail

Process adherence

Willingness to learn

Education

High school diploma

Tools

Windows basics

macOS basics

Active Directory basics

VPN & cloud basics

Job description

RedHelm is seeking a Service Desk Analyst I to serve as the primary point of contact for client technical support, delivering consistent, professional, and customer-focused assistance across multiple channels.

This role is responsible for incident resolution and service requests within a variety of client environments, and plays a critical part in maintaining service quality, customer satisfaction, and operational efficiency.