IT Help Desk Specialist

About Us Red Cell Partners is an incubation firm building and investing in rapidly scalable technology-led companies that are bringing revolutionary advancements to market in three distinct practice areas: healthcare, cyber, and national security. United by a shared sense of duty and deep belief in the power of innovation, Red Cell is developing powerful tools and solutions to address our Nation’s most pressing problems. About the Role We are seeking an IT Help Desk Specialist to own day-to-day end user support for a fast-growing, defense-focused organization of 70+ employees. This role is the first point of contact for IT requests, manages the user account lifecycle, and builds out our self-service Knowledge Base. You will work in a Microsoft 365 environment with a strong emphasis on security and compliance. This is an ideal opportunity for someone who enjoys being the go-to problem solver, takes pride in delivering excellent employee support, and wants exposure to a security-conscious defense-tech environment. Key Responsibilities Manage the help desk ticket queue in Zendesk, triaging, resolving, and escalating requests within defined service levels Provide Tier 1 and Tier 2 support for Windows and macOS endpoints, Microsoft 365 applications, mobile devices, and conference room equipment Provide responsive, high-touch IT support to executives and senior leaders, including device setup, troubleshooting, application access, and meeting technology support Own the account lifecycle: create, modify, and deactivate user accounts in Microsoft Entra ID and connected SaaS applications Execute new hire onboarding and employee offboarding, including device provisioning, license assignment, and access removal Expand and maintain the IT Knowledge Base with clear, accurate how-to articles and troubleshooting guides Enroll, inventory, and support devices through Microsoft Intune and the RMM platform Reset passwords and support MFA enrollment and sign-in issues Maintain accurate asset and license records Follow security and compliance procedures in all support activities, and report suspected security incidents promptly Identify recurring issues and recommend process or tooling improvements Required Qualifications 2+ years of help desk or desktop support experience Hands-on experience administering Microsoft 365 and Entra ID user accounts, groups, and licenses Working knowledge of Windows and macOS troubleshooting Experience with a ticketing system such as Zendesk, ServiceNow, or Jira Service Management Strong written communication skills, with the ability to write clear end user documentation Customer-focused approach and the ability to manage multiple requests at once U.S. Citizenship Required Preferred Qualifications Experience with Microsoft Intune, Conditional Access, or an RMM platform such as NinjaOne Fami