Help Desk Technician

Responsibilities

• Serve as the first point of contact for end users via phone, email, and chat
• Identify problems, document details, and manage help desk tickets
• Monitor requests and escalate unresolved issues to appropriate support levels
• Perform basic remote troubleshooting for systems, software, and hardware
• Recommend process improvements to enhance service quality
• Maintain professional communication and meet departmental KPIs
• Work flexible schedules including evenings, weekends, and holidays

Requirements

• 1+ years of experience in technical support, help desk, or contact center environments
• Basic knowledge of Windows 7–11 troubleshooting
• Understanding of peripheral device, printer, and scanner setup
• Familiarity with Microsoft 365 and MS Office applications
• Familiarity with VPN configuration and general network troubleshooting
• Basic Active Directory knowledge (user management, password resets)
• Experience providing remote support

Preferred Qualifications

• Experience or exposure to using a ticketing system

About the Company

RedHelm is a technology partner delivering offensive and defensive cybersecurity alongside full-stack IT services. They operate at the intersection of security and technology to help organizations stay resilient in a complex threat landscape.