At RedHelm, we deliver tailored technology solutions designed to support our clients as they grow and to respond immediately when threats arise. Our mission is rooted in partnership, precision, and protection — values that are reflected in our name. RedHelm symbolizes elite protection, decisive leadership, and forward-driven strength, aligning closely with our commitment to excellence in everything we do.
We have a clear vision as an employer: to be the preferred technology employer for skill mastery, team formation, and career longevity. That vision is supported by a strong foundation of core ideals shared by every member of our team. We answer the call in moments of urgency or uncertainty, responding with focus, composure, and dependability. We own it by stepping up, following through, and taking pride in delivering what matters most to our clients and partners. We act with integrity, doing what’s right—not just what’s easy—while contributing to the communities we serve. We continuously raise the bar, bringing discipline, precision, and a drive for improvement to every challenge we face. And above all, we win together, celebrating our shared successes as one united team.
At RedHelm, we don’t just build technology—we build trust, deliver impact, and lead with purpose.
The Service Desk Technician I is an entry-level technical support role responsible for delivering exceptional frontline IT support across RedHelm’s managed environments. You’ll provide first-response troubleshooting and resolution for hardware, software, networking, and system issues — ensuring seamless operations for our clients.
This role is ideal for someone eager to grow their technical foundation, contribute to team success, and gain hands-on experience with virtualization, storage, voice systems, and cloud infrastructure. You’ll collaborate closely with our Project Management, Systems Engineering, and Cloud Services teams to support implementations and learn the full lifecycle of enterprise technology management.
Key Responsibilities
Respond to and resolve incoming service desk tickets related to hardware, software, and network issues, providing timely and professional support.
Perform basic installations and configurations of desktops, laptops, and applications.
Communicate directly with clients via phone, email, and remote support tools to diagnose and resolve issues.
Document all troubleshooting steps, solutions, and root causes according to service desk procedures to support knowledge sharing.
Maintain accurate and detailed records of client environments, updates, and configurations.
Escalate complex issues to senior technicians or engineers with detailed notes and findings.
Participate in an on-call rotation to provide after-hours and emergency support as needed.
Stay current on new technologies, systems, and partner certification programs to advance technical capability.
Follow all Information Security and Privacy Policies, maintaining the confidentiality and integrity of all client and company data.
Consistently resolving 80%+ of assigned tickets within SLA timelines.
Demonstrating strong communication and professionalism in every client interaction.
Taking initiative to learn new systems and certifications (Microsoft, VMware, etc.).
Proactively identifying recurring issues and suggesting process or documentation improvements.
Earning trust from internal teams by being dependable, thorough, and solution-oriented.
Required Skills & Experience
1+ years of hands-on experience in end-user support (desktop, hardware, software).
1+ years of experience supporting servers and/or network systems (preferred for advancement).
Familiarity with:
Windows Server and Windows Desktop OS (current GA versions)
Active Directory, Group Policy, Exchange, RDS/Terminal Services
VMware ESXi or Microsoft Hyper-V
VMware Horizon or equivalent VDI solutions
Basic understanding of networking fundamentals (DNS, DHCP, TCP/IP).
Excellent written and verbal communication skills.
Strong analytical and problem-solving abilities.
Ability to multitask in a fast-paced environment with limited supervision.
Preferred Qualifications
Associate’s Degree in Information Technology, Computer Science, or related field — or equivalent experience.
Relevant technical certifications (Microsoft, VMware, CompTIA, etc.).
Valid Pennsylvania driver’s license and reliable transportation (some travel may be required).
Ability to lift equipment and perform occasional hands-on physical work.
Position Details
Title: Service Desk Technician I
Department: Service Desk
Reports To: Service Desk Manager
Location: Pittsburgh, PA (Hybrid)
Employment Type: Full-time, Non-exempt
Top Skills
What We Do
1Path is a true end-to-end IT provider with over 15-years of experience.
