Service Desk Analyst II

RedHelm•Pittsburgh, PA

About The Position

RedHelm is seeking a Service Desk Analyst II to serve as an escalation point for complex or unresolved technical issues within the Service Desk. This role acts as an individual contributor and 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. In this role, you’ll contribute to service quality, provide technical mentoring to frontline analysts, and support continuous improvement across Service Delivery by applying advanced troubleshooting skills and sound operational judgment.

Requirements

Experience working in a ticket-based support or service desk environment, including handling escalated or complex issues.
Advanced troubleshooting experience with Windows and macOS endpoints across user access, device configuration, and system performance.
Strong hands-on experience with identity and access management technologies, including Active Directory, Group Policy, Microsoft 365, and Entra ID.
Experience supporting Windows Server environments and virtualization platforms such as Hyper-V or VMware at an operational level.
Solid understanding of TCP/IP networking fundamentals, VPN technologies, and business-class firewall concepts.
Working knowledge of backup solutions, storage fundamentals, and disaster recovery concepts as they relate to incident response and service continuity.
3 or more years of experience providing end-user and service desk support in a professional IT environment.
High school diploma or equivalent required.
Successful completion of state and federal background checks is required.
Applicants must be authorized to work in the United States. RedHelm is not able to provide visa sponsorship at this time.

Nice To Haves

Industry-recognized IT certifications relevant to the role such as CompTIA Network+, Microsoft, or VMware preferred but not strictly required.
Experience working within an MSP or multi-client environment preferred.
Advanced certifications may be considered based on experience and role focus.

Responsibilities

Serve as an escalation resource for Service Desk Analyst I issues requiring advanced troubleshooting or involving 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 the 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 to support skill development and service consistency.
Create, maintain, and improve technical documentation, standard operating procedures, and knowledge base articles.
Execute and validate scripted tasks, routine maintenance activities, and approved automation workflows.
Ensure adherence to information security policies, data privacy requirements, and operational controls.