IT Help Desk Specialist
Red Cell Partners is seeking an IT Help Desk Specialist to provide day-to-day end-user support for a rapidly growing, defense-focused organization of over 70 employees. This role serves as the first point of contact for IT requests, manages the user account lifecycle, and contributes to the development of a self-service Knowledge Base. Operating within a Microsoft 365 environment, the position emphasizes security and compliance, offering exposure to a security-conscious defense-tech setting.
Key responsibilities include managing the help desk ticket queue in Zendesk, providing Tier 1 and Tier 2 support for Windows and macOS endpoints, Microsoft 365 applications, mobile devices, and conference room equipment. The specialist will oversee the account lifecycle by creating, modifying, and deactivating user accounts in Microsoft Entra ID and connected SaaS applications. Additional duties involve executing new hire onboarding and employee offboarding processes, expanding and maintaining the IT Knowledge Base with clear, accurate how-to articles and troubleshooting guides, enrolling and supporting devices through Microsoft Intune and the RMM platform, resetting passwords, supporting MFA enrollment and sign-in issues, maintaining accurate asset and license records, and adhering to security and compliance procedures in all support activities.
Candidates should have 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, and a working knowledge of Windows and macOS troubleshooting. Experience with a ticketing system such as Zendesk, ServiceNow, or Jira Service Management is required. Strong written communication skills are essential for creating clear end-user documentation, and a customer-focused approach with the ability to manage multiple requests simultaneously is necessary. U.S. Citizenship is required for this position.
The compensation package includes a competitive salary ranging from $65,000 to $75,000, based on experience and qualifications. Benefits encompass a fully remote work environment, 100% employer-paid comprehensive health insurance (medical, dental, and vision) for the employee and their family, unlimited paid time off (PTO) with manager approval, a flexible work environment, 14 weeks of fully paid parental leave, and optional 401(k), FSA, and equity incentives.
Red Cell Partners fosters a collaborative and innovative culture, providing opportunities for professional development and continued learning. The company offers a flexible work environment where employees manage their workday, promoting a healthy work-life balance. This role presents an excellent opportunity for individuals seeking to contribute to impactful projects within a dynamic and growing organization.