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 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, retail IT, help desk, or internal IT roles will be considered
• High school diploma or equivalent required

Additional Information

• Participation in an on-call or after-hours support rotation may be required
• Valid driver's license and reliable transportation may be required
• Periodic local travel to client locations may be required based on business needs
• Must be able to successfully pass state and federal background checks

Information Security Commitment

This role operates within a managed services environment and will have access to client systems, data, and infrastructure. All team members are expected to handle client and company information responsibly, follow established security and data privacy procedures, and support our commitment to maintaining the confidentiality, integrity, and availability of the systems we manage. Candidates should be comfortable working within a security-conscious culture where following documented processes and protecting client data are core expectations of the job.

Please Note, RedHelm is currently unable to support visa sponsorship for those living in the United States and working under an H1B visa.

Equal Opportunity Employer

RedHelm provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, RedHelm will provide reasonable accommodations for qualified individuals with disabilities.