Service Desk Analyst II

RedHelm is redefining what it means to be a technology partner. We deliver industry-leading offensive and defensive cybersecurity alongside full-stack IT services that are integrated by design — protecting, powering, and accelerating our clients’ success.

Our teams operate at the intersection of security and technology, combining deep technical expertise with a holistic, client-centered approach. By aligning security strategy, infrastructure, and operational excellence, we help organizations stay resilient in an increasingly complex threat landscape.

At RedHelm, we are building an environment where innovation, accountability, and collaboration drive meaningful outcomes, both for our clients and for the professionals who support them.

About the Role
We are seeking a Service Desk Analyst II to serve as an escalation point for challenging or unresolved technical issues and act as an individual contributor 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 continuous improvement across Service Delivery.
Role & 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

Soft Skill Requirements

- Strong customer service mindset with the ability to manage escalated or sensitive situations

- Ability to independently diagnose issues, assess impact, and determine appropriate resolution or escalation

- Clear and professional verbal and written communication skills

- Strong documentation discipline and attention to detail

- Ability to prioritize work effectively in a fast-paced, ticket-driven environment

- Willingness to mentor others and contribute to team knowledge sharing

- Ability to work with limited supervision while adhering to defined processes and standards

Technical Skill Requirements

- Ability to provide high-quality end-user and service desk support in a professional IT environment

- Advanced troubleshooting of Windows and macOS operating systems

- Strong working knowledge of Active Directory, Group Policy, and identity management platforms

- Practical experience supporting Windows Server and virtualization platforms (e.g., Hyper-V, VMware)

- Working knowledge of TCP/IP networking, VPN technologies, and business-class firewalls

- Familiarity with backup systems, storage concepts, and disaster recovery fundamentals

- Experience troubleshooting Active Directory, Microsoft 365 / Entra ID, Exchange, and virtual desktop environments

- Understanding of security best practices including MFA, endpoint protection, email security, and incident awareness

Required Experience and Qualifications

- 3+ years of experience providing end-user and servi