Managed Services Intern

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.