IT Help Desk Specialist
Red Cell Partners
$65,000 - $75,000 / year
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Description
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 Defcon AI
RESILIENCE IN THE FACE OF DISRUPTION. Defcon AI is an insights company that leverages artificial intelligence, mathematical optimization, data analytics, and software engineering for resilient optimization of complex systems.
In today’s dynamically changing world, Defcon AI’s technology aligns outcomes with operational goals, better decision making, and empowers customers to anticipate assess, and mitigate the impacts of disruptions.
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
- 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
- Familiarity with CMMC, NIST SP 800-171, or other federal compliance frameworks
- Experience supporting a defense contractor or other regulated environment
- CompTIA A+, Security+, or Microsoft 365 certifications (e.g., MD-102, MS-900)
- Ability to obtain and maintain a U.S. security clearance
What We Offer:
- A fully remote work environment
- Competitive salary, bonus, and equity package
- 100% employer paid, comprehensive health insurance including medical, dental, and vision for you and your family
- Unlimited PTO, with your manager’s approval
- Flexible work environment where you manage your work day
- 14 weeks of fully-paid parental leave
Salary Range: $65,000-$75,000. This represents the typical salary range for this position based on experience, skills, and other factors.
Our Red Cell Partners Benefits (may differ for each incubation):
For full-time roles
- Career track opportunity with potential for rapid advancement with strong performance as the firm grows
- 100% employer paid, comprehensive health care including medical, dental, and vision for you and your family.
- Paid maternity and paternity for 14 weeks at employees' normal pay.
- Unlimited PTO, with management approval.
- Opportunities for professional development and continued learning.
- Optional 401K, FSA, and equity incentives available.
- Mental health benefits are available through Tara Mind.
- Cost effective GLP-1 solutions available through Crux.
We’re an Equal Opportunity Employer: You’ll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
Applicant Data Disclosure
By submitting an application, you acknowledge that Red Cell Partners, LLC ("Red Cell") uses third-party service providers to facilitate its recruitment and hiring processes. These providers include applicant tracking systems, candidate verification platforms, and fraud detection tools (collectively, "Hiring Platforms"). Your application materials, including your résumé, cover letter, work samples, responses to application questions, and any other information you submit, may be transmitted to and processed by these Hiring Platforms for the following purposes:
- Managing and administering your application throughout the hiring process;
- Verifying the accuracy and authenticity of application materials, including by cross-referencing information you provide against publicly available sources and proprietary databases;
- Identifying indicators of potentially fraudulent, fabricated, or materially misleading application content, including but not limited to discrepancies between submitted materials and publicly available professional profiles, geographic anomalies, and fabricated work histories.
Applications that are flagged through this process as containing indicators of fraud or material misrepresentation may be declined from further consideration. If you have questions about the status of your application or the evaluation process, please contact talent@redcellpartners.com.
Red Cell requires its Hiring Platform providers to process your information solely for the purposes described above and in accordance with applicable law. Your information will be retained only for as long as necessary to fulfill these purposes and any applicable legal obligations, after which it will be deleted in accordance with Red Cell's data retention policies.
For more information about how your data is used, please refer to our Privacy Policy and Applicant Privacy Notice.
Benefits
- A fully remote work environment
- Competitive salary, bonus, and equity package
- 100% employer paid, comprehensive health insurance including medical, dental, and vision for you and your family
- Unlimited PTO, with your manager’s approval
- Flexible work environment where you manage your work day
- 14 weeks of fully-paid parental leave
- Career track opportunity with potential for rapid advancement with strong performance as the firm grows
- 100% employer paid, comprehensive health care including medical, dental, and vision for you and your family.
- Paid maternity and paternity for 14 weeks at employees' normal pay.
- Unlimited PTO, with management approval.
- Opportunities for professional development and continued learning.
- Optional 401K, FSA, and equity incentives available.
- Mental health benefits are available through Tara Mind .
- Cost effective GLP-1 solutions available through Crux .
- Managing and administering your application throughout the hiring process;
- Verifying the accuracy and authenticity of application materials, including by cross-referencing information you provide against publicly available sources and proprietary databases;
- Identifying indicators of potentially fraudulent, fabricated, or materially misleading application content, including but not limited to discrepancies between submitted materials and publicly available professional profiles, geographic anomalies, and fabricated work histories.
About this role
Red Cell Partners is building defense-focused technology companies, and this help desk role serves as the operational backbone for one of their fastest-growing portfolio companies, Defcon AI. You'd be the primary support contact for a 70-person team working on AI-driven resilience solutions, handling everything from day-to-day troubleshooting to user lifecycle management in a Microsoft 365 environment that prioritizes security and compliance.
The work spans both reactive support—triaging Zendesk tickets, resolving Windows and macOS issues, managing MFA and password resets—and proactive responsibilities like building out the knowledge base, onboarding new hires, and maintaining device inventory through Intune. You'll need at least two years of help desk experience with solid hands-on knowledge of Microsoft 365 administration, Entra ID, and ticketing systems. Strong written communication matters here, both for documenting solutions and for working in a distributed team.
This role suits someone who thrives as a problem solver and takes satisfaction in enabling others, especially if you're interested in defense technology or compliance-heavy environments. Familiarity with federal frameworks like CMMC or NIST, experience with Intune or RMM platforms, and the ability to pursue a security clearance are all valued. The position is fully remote, offers competitive benefits including 100% employer-paid health coverage and 14 weeks of paid parental leave, and sits within a firm known for rapid advancement as it scales. U.S. citizenship is required.
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Pay for this role
$65,000 to $75,000 per year
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