IT Service Desk Analyst I — Frontline User Support

RedHelm; Columbus (OH); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) plan

Paid time off

Floating holidays

Paid holidays

Job summary

RedHelm in Columbus, OH is seeking a Service Desk Analyst I to be the primary contact for client technical support, delivering professional, customer-focused assistance across multiple channels. This full-time, in-office role maintains service quality and customer satisfaction in a satellite office environment.

The ideal candidate brings a customer-first mindset, strong attention to detail, and a willingness to grow technical skills over time, supporting end users who call our IT Service Desk

Qualifications

• Experience providing end-user technical support in a professional environment.
• 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.

Responsibilities

• Serve as primary contact for client technical issues via phone, email, chat, and ticketing system.
• Troubleshoot and resolve end-user issues related to desktops, laptops, mobile devices, printers, and approved software.
• Perform basic user account administration, including password resets, group membership changes, and license assignments in on-premises and cloud environments.
• Support installation, configuration, and basic troubleshooting of client applications, VPN clients, and virtual desktop solutions.
• Accurately document troubleshooting steps, resolutions, and client communications within the ticketing and documentation systems.
• Collaborate with peers and other technical teams to ensure timely resolution and smooth handoffs when escalation is required.

Skills

Customer service

Verbal and written communication

Attention to detail

Multitasking in fast-paced environment

Willingness to learn

Education

High School Diploma or equivalent

Tools

Active Directory

VPN clients

Ticketing system

Cloud identity platforms

Job description

RedHelm in Columbus, OH is seeking a Service Desk Analyst I to be the primary contact for client technical support, delivering professional, customer-focused assistance across multiple channels. This full-time, in-office role maintains service quality and customer satisfaction in a satellite office environment.

The ideal candidate brings a customer-first mindset, strong attention to detail, and a willingness to grow technical skills over time, supporting end users who call our IT Service Desk