Managed Services Intern

Job description

RedHelm is redefining what it means to be a technology partner. We deliver industry-leading offensive and defensive cybersecurity alongside full-stack IT services that are integrated by design — protecting, powering, and accelerating our clients’ success. Our teams operate at the intersection of security and technology, combining deep technical expertise with a holistic, client-centered approach. By aligning security strategy, infrastructure, and operational excellence, we help organizations stay resilient in an increasingly complex threat landscape. At RedHelm, we are building an environment where innovation, accountability, and collaboration drive meaningful outcomes, both for our clients and for the professionals who support them. ## About the Role RedHelm's Managed Services organization supports client IT environments across service desk, specialty services, and professional services (ProServ) delivery. We're seeking a Technology Intern to provide entry-level, hands-on support as a shared, cross-functional resource under the direction of a designated program lead. This is a learning-focused role: the intern assists the Service Desk and broader Service Delivery teams with basic Tier 1 tasks, ProServ support, and documentation while building foundational MSP experience. Work is coordinated and prioritized daily, and the intern follows documented processes and escalation paths throughout. ### Role & Responsibilities - Complete pre-scheduled support tasks assigned by the program lead - Check in daily with the program lead and PMO on short-notice and coverage needs - Work basic Tier 1 tickets across the service desk queues, prioritizing tickets approaching SLA breach and escalating anything beyond intern scope - Assist Specialty Services with MACD (moves/adds/changes/deletes) tasks - Perform simple, well-documented user tasks such as password resets and basic account or license updates, under supervision - Provide on-site "smart hands" support as needed on client sites - Build and maintain documentation for onboarding clients - Accurately record steps, resolutions, and client communications in the ticketing and documentation systems as needed - Escalate promptly, ask questions, and follow established procedures and guidance ### Soft Skill Requirements - Strong customer service orientation with the ability to remain professional under pressure - Clear verbal and written communication skills, including the ability to explain 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 over time ### ### Technical Skill Requirements - Basic troubleshooting of Windows and macOS operating systems - Familiarity with user account management in 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 security fundamentals such as MFA, password hygiene, endpoint protection, and email security ### Preferred Qualifications - Exposure to end-user technical support, whether through professional, academic, or informal experience (e.g., coursework, personal projects, or helping others troubleshoot) - Familiarity with ticket-based support or service desk environments is a plus - Transferable experience from customer-facing roles will be considered - Great attitude and a willingness to learn ### Additional Information - Full-time paid position, 40 hours per week - In-office role based in Pittsburgh, PA or Atlanta, GA - Participation in flexible schedules may be required from time to time - Valid driver's license and reliable transportation required for periodic local travel to client sites - Must be able to successfully pass state and federal background checks if requested ## Why Join Us This is an exciting time to join RedHelm as we continue to grow and innovate as a full-stack technology partner. Our integrated approach to offensive security, defensive operations, and IT services creates opportunities to work on complex challenges that directly impact the organizations we serve. As we expand our capabilities and footprint, our team members play a meaningful role in shaping what comes next. We are equally committed to investing in our people. We believe in a culture where we care about individuals not just for their professional ambitions, but for their personal goals as well. We recognize that work is part of a larger purpose in each person’s life, and that philosophy drives how we support growth, flexibility, and long-term development across our organization. We offer a comprehensive and competitive benefits package designed to support both career progression and personal wellbeing, including medical, dental, and vision coverage, a 401(k) program, paid time off, floating holidays, and paid holidays. More importantly, we provide an environment where you can build meaningful expertise, contribute to forward-thinking solutions, and grow alongside a company that is actively shaping its future.