Help Desk Technician (Hybrid)

Job Description

Job Description

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.

About the Role

We are seeking a Help Desk Technician to join our team! This is an entry-level position within our Business Process Outsourcing (BPO) team, designed to help you build a strong foundation in IT support. In this role, you'll gain hands-on experience with various systems, processes, and technologies while learning what it takes to become a true IT professional. You'll develop both your technical and professional skills as you grow your career in information technology.

Responsibilities and Duties

Serve as the first point of contact for end users seeking technical support via phone, email, and chat. Issues will typically relate to systems, software, or hardware.

Ask targeted questions to identify the problem, document details accurately, and create or update help desk tickets.

Monitor and respond promptly to requests through the help desk ticketing system and escalate unresolved issues to the appropriate support level.

Perform basic remote troubleshooting by guiding users through problem-solving steps.

Identify and recommend process improvements to enhance efficiency and service quality.

Deliver excellent customer service and maintain professional communication with end users.

Maintain up-to-date knowledge of company procedures, products, and services.

Meet or exceed departmental performance standards and KPIs.

Work flexible schedules, including potential evenings, weekends, and holidays, as required to meet service standards.

Collaborate effectively within a team environment while also working independently.

Demonstrate reliability, accountability, and consistent attendance.

Assess situations logically, resolve issues efficiently, and seek assistance when appropriate.

Qualifications and Soft Skills

1+ years of experience in technical support, help desk, or contact center environments.

Ability to multitask in a Microsoft Windows environment using multiple programs simultaneously.

Flexible, self-motivated problem solver who thrives in a fast-paced setting.

Experience using a ticketing system (preferred).

Strong attention to detail and organizational skills.

Excellent verbal and written communication abilities.

Ability to apply established processes while adapting to procedural changes.

Basic knowledge of Windows 7–11 troubleshooting.

General understanding of peripheral device and printer / scanner setup and troubleshooting.

Experience supporting Microsoft 365 and MS Office applications.

Familiarity with VPN configuration and general network troubleshooting.

Experience providing remote support.

Proven analytical and problem-solving skills.

Strong interpersonal and customer service skills.

Basic Active Directory knowledge (user management, password resets, etc.).

Additional Details

Location : Atlanta, GA (Hybrid or on-site based on client needs)

Department : Business Process Outsourcing (BPO)

Reports To : Help Desk Manager

Employment Type : Full-time, Non-exempt