About the role#
RedHelm is looking for a Managed Services Intern to provide entry-level, hands-on support. You will work as a shared, cross-functional resource under the direction of a program lead. This is a learning-focused role where you will assist the Service Desk and Service Delivery teams with Tier 1 tasks and documentation. You will build foundational experience in a managed service provider environment while following established processes and escalation paths.
What you'll do#
- Complete pre-scheduled support tasks assigned by the program lead.
- Check in daily with the program lead and PMO regarding coverage needs.
- Manage basic Tier 1 tickets across service desk queues, prioritizing those nearing SLA breach.
- Escalate issues that fall outside of your scope.
- Assist Specialty Services with MACD tasks.
- Perform user tasks such as password resets and account or license updates.
- Provide on-site smart hands support at client locations.
- Build and maintain documentation for client onboarding.
- Record steps, resolutions, and client communications in ticketing and documentation systems.
What you'll need#
- Strong customer service orientation and a professional demeanor under pressure.
- Clear verbal and written communication skills.
- Attention to detail in documentation and ticket notes.
- Ability to follow defined processes and a willingness to learn and accept feedback.
- Basic troubleshooting skills for Windows and macOS.
- Familiarity with Active Directory, cloud identity platforms, and user account management.
- Basic understanding of TCP/IP networking, including wired and wireless connectivity.
- Ability to support common business applications, VPN clients, and virtual desktop environments.
- Awareness of security fundamentals like MFA, password hygiene, endpoint protection, and email security.
- Preferred: Prior exposure to end-user technical support, ticket-based support, or customer-facing roles.
Location & details#
- Location: Atlanta, Georgia.
- Modality: On-site.
- Schedule: Full-time, 40 hours per week.
- Term: Rolling.
- Requirements: Valid driver's license and reliable transportation for local travel to client sites.
- Status: Paid position.
About RedHelm
RedHelm provides managed IT services and cybersecurity support to businesses. The company formed through the integration of several firms including 1Path and Ideal Integrations. It maintains operations in cloud infrastructure, strategic advisory, and hardware lifecycle management. Based in Pittsburgh, the organization employs over 300 people and has been in business since 2003.
How to get in at RedHelm
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