Service Desk Analyst

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🕒 August 5

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1Path

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1997

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

1Path is a technology service provider specializing in IT support and cybersecurity solutions for midmarket businesses. They offer a range of services including fully-managed IT support, co-managed IT services, business process outsourcing, and advanced cybersecurity measures. 1Path's approach focuses on delivering enterprise-grade technology and reliable support tailored to the unique needs of each client, ensuring high levels of security and operational efficiency.

📋 Description

• Serve as a primary point of contact for client technical issues via phone, email, chat, and ticketing system • Troubleshoot and resolve common end-user issues related to desktops, laptops, mobile devices, printers, and approved software • Perform basic user account administration, including password resets, group membership changes, and license assignments in on-premises and cloud environments • Support installation, configuration, and basic troubleshooting of client applications, VPN clients, and virtual desktop solutions • Document troubleshooting steps, resolutions, and client communications in ticketing and documentation systems • Identify, document, and escalate issues exceeding defined scope according to established procedures • Execute documented scripts, workflows, and standard operating procedures • Guide end users according to security best practices and internal documentation • Collaborate with peers and technical teams to ensure timely resolution and smooth escalations • Handle client and company information responsibly and follow security and data privacy procedures

🎯 Requirements

• Experience providing end-user technical support in a professional environment • Basic troubleshooting of Windows and macOS operating systems • Familiarity with Active Directory and cloud identity platforms • Basic understanding of TCP/IP networking and wired/wireless connectivity • Ability to support common business applications, VPN clients, and virtual desktop environments • Awareness of MFA, password hygiene, endpoint protection, and email security • Strong customer service orientation and professionalism under pressure • Clear verbal and written communication, including explaining technical concepts to non-technical users • Attention to detail in documentation and ticket notes • Ability to follow defined processes while managing multiple tasks in a fast-paced environment • Willingness to learn, accept feedback, and develop technical skills • Industry-recognized entry-level IT certifications, such as CompTIA A+ (preferred) • Experience in ticket-based support or service desk environments (preferred) • Transferable customer-facing technical, retail IT, help desk, or internal IT experience will be considered • Participation in an on-call or after-hours support rotation may be required • Valid driver's license and reliable transportation may be required • Periodic local travel to client locations may be required • Must successfully pass state and federal background checks • High school diploma or equivalent required • Must handle client and company information responsibly and follow security and data privacy procedures • RedHelm cannot support visa sponsorship for people living in the United States and working under an H1B visa

🏖️ Benefits

• Medical coverage • Dental coverage • Vision coverage • 401(k) program • Paid time off • Floating holidays • Paid holidays • Opportunities for career progression and long-term development • Flexible support for personal and professional goals