Hiring: Service Desk Analyst II Company: RedHelm Location: Atlanta, GA Job Posted Time: 2026-09-12 12:37:07 Target Skills & Keywords : Systems Engineering, TCP/IP, VPN, Windows Server, macOS About the job Experience: •3+ years of experience providing end-user and service desk support in a professional IT environment Required Skills: •Act as an escalation resource for Service Desk Analyst I issues involving advanced troubleshooting or 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 installation, configuration, and troubleshooting of servers, virtualization platforms, backup solutions, and cloud services at an operational level •Partner cross-functionally 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, supporting skill development and consistency •Create, maintain, and improve technical documentation, standard operating procedures, and knowledge base articles Qualifications: •Strong customer service mindset with the ability to manage escalated or sensitive situations •Demonstrated capacity to independently diagnose issues, assess impact, and determine appropriate resolution or escalation •Clear and professional verbal and written communication skills •Strong documentation discipline and attention to detail •Demonstrated capacity to prioritize work effectively in a fast-paced, ticket-driven environment •Willingness to mentor others and contribute to team knowledge sharing •Demonstrated capacity to work with limited supervision while adhering to defined processes and standards •Demonstrated capacity to provide high-quality end-user and service desk support in a professional IT environment •Advanced troubleshooting of Windows and macOS operating systems •Strong working knowledge of Active Directory, Group Policy, and identity management platforms Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!