Service Desk Analyst l

RedHelm•Pittsburgh, PA

5d•Hybrid

About The Position

We are seeking a Service Desk Analyst I to serve as a 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. The ideal candidate brings a customer-first mindset, strong attention to detail, and a genuine willingness to grow their technical skills over time.

Requirements

Strong customer service orientation with the ability to remain professional under pressure
Clear verbal and written communication skills, including the ability to explain technical concepts to non-technical users
Attention to detail in documentation and ticket notes
Ability to follow defined processes while managing multiple tasks in a fast-paced environment
Willingness to learn, accept feedback, and develop technical skills over time
Experience providing end-user technical support in a professional environment
Basic troubleshooting of Windows and macOS operating systems
Familiarity with user account management in Active Directory and cloud identity platforms
Basic understanding of TCP/IP networking and wired/wireless connectivity
Ability to support common business applications, VPN clients, and virtual desktop environments
Awareness of security fundamentals such as MFA, password hygiene, endpoint protection, and email security
High school diploma or equivalent required

Nice To Haves

Industry-recognized entry-level IT certifications (e.g., CompTIA A+)
Experience working in a ticket-based support or service desk environment
Transferable experience from customer-facing technical, retail IT, help desk, or internal IT roles will be considered

Responsibilities

Serve as a primary point of contact for client technical issues via phone, email, chat, and ticketing system
Troubleshoot and resolve common end-user issues related to desktops, laptops, mobile devices, printers, and approved software
Perform basic user account administration, including password resets, group membership changes, and license assignments in on-premises and cloud environments
Support installation, configuration, and basic troubleshooting of client applications, VPN clients, and virtual desktop solutions
Accurately document troubleshooting steps, resolutions, and client communications within the ticketing and documentation systems
Identify, document, and escalate issues that exceed defined scope following established procedures
Execute documented scripts, workflows, and standard operating procedures
Provide end users with guidance aligned to security best practices and internal documentation
Collaborate with peers and other technical teams to ensure timely resolution and smooth handoffs when escalation is required