IT Help Desk Specialist

Red Cell Partners•McLean, VA

9d•Remote

About The Position

Red Cell Partners is an incubation firm that builds and invests in technology-led companies across healthcare, cyber, and national security. Defcon AI develops AI, mathematical optimization, data analytics, and software engineering solutions to help customers optimize complex systems and prepare for disruptions. The IT Help Desk Specialist owns day-to-day end-user support for a fast-growing, defense-focused organization of more than 70 employees. As the first point of contact for IT requests, the specialist manages the user account lifecycle and develops the self-service Knowledge Base. The role works in a Microsoft 365 environment with a strong emphasis on security and compliance, supporting Windows and macOS endpoints, applications, mobile devices, and conference room equipment. The position is fully remote. The stated salary range is $65,000–$75,000, depending on experience, skills, and other factors.

Requirements

At least 2 years of help desk or desktop support experience.
Hands-on experience administering Microsoft 365 and Entra ID user accounts, groups, and licenses.
Working knowledge of Windows and macOS troubleshooting.
Experience with a ticketing system such as Zendesk, ServiceNow, or Jira Service Management.
Strong written communication skills and the ability to write clear end-user documentation.
Customer-focused approach and ability to manage multiple requests at once.
U.S. citizenship required.

Nice To Haves

Experience with Microsoft Intune, Conditional Access, or an RMM platform such as NinjaOne.
Familiarity with CMMC, NIST SP 800-171, or other federal compliance frameworks.
Experience supporting a defense contractor or another regulated environment.
CompTIA A+, Security+, or Microsoft 365 certifications, such as MD-102 or MS-900.
Ability to obtain and maintain a U.S. security clearance.

Responsibilities

Manage the Zendesk help desk ticket queue by triaging, resolving, and escalating requests within defined service levels.
Provide Tier 1 and Tier 2 support for Windows and macOS endpoints, Microsoft 365 applications, mobile devices, and conference room equipment.
Create, modify, and deactivate user accounts in Microsoft Entra ID and connected SaaS applications.
Execute new-hire onboarding and employee offboarding, including device provisioning, license assignment, and access removal.
Expand and maintain the IT Knowledge Base with clear, accurate how-to articles and troubleshooting guides.
Enroll, inventory, and support devices through Microsoft Intune and the RMM platform.
Reset passwords and support MFA enrollment and sign-in issues.
Maintain accurate asset and license records.
Follow security and compliance procedures in support activities and promptly report suspected security incidents.
Identify recurring issues and recommend process or tooling improvements.

Benefits

Competitive salary, bonus, and equity package.
100% employer-paid comprehensive health insurance, including medical, dental, and vision coverage for the employee and family.
Unlimited PTO, with manager or management approval.
Flexible work environment where employees manage their work day.
14 weeks of fully paid parental leave at normal pay.
Career-track opportunity with potential for rapid advancement based on performance as the firm grows.
Professional development and continued learning opportunities.
Optional 401(k), FSA, and equity incentives.
Mental health benefits through Tara Mind.
Cost-effective GLP-1 solutions through Crux.