IT Support Analyst

Russell Tobin; Columbus (OH); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) retirement savings plan

Employee Assistance Program (EAP)

Job summary

Russell Tobin is seeking an IT Support Analyst in Columbus, OH with 3+ years of experience to provide high-level support to end users across the organization. You will troubleshoot hardware, software, and system issues, act as the first point of contact, and work with enterprise applications and infrastructure components.

The role emphasizes fast-paced problem solving, strong communication, and documentation.

Qualifications

• Minimum 3 years of IT support / service desk / help desk experience.
• Strong troubleshooting skills (hardware & software).
• Experience with ticketing systems (ServiceNow, Remedy, Jira, etc.).
• Excellent communication and customer service skills.
• Ability to diagnose and resolve technical issues quickly.
• Experience working in fast-paced, high-volume environments.
• Strong attention to detail and documentation skills.
• Self-motivated with ability to work independently.

Responsibilities

• Serve as the first point of contact for IT Service Desk support requests.
• Provide phone, chat, and in-person support to end users.
• Troubleshoot and resolve hardware, software, and system issues.
• Log and track incidents using a ticketing system.
• Perform incident triage, diagnosis, resolution, and escalation.
• Deliver excellent customer service with empathy and urgency.
• Document issues, resolutions, and processes accurately.
• Support enterprise applications and infrastructure components.
• Install, configure, and maintain hardware, software, and peripherals.
• Collaborate with internal teams to resolve complex technical issues.
• Maintain professionalism in high-pressure situations.

Skills

Troubleshooting

Customer service

Ticketing systems

Communication

Independent work

Detail-oriented

End-user support

First-call resolution

Problem solving

Education

High school diploma or GED

Tools

ServiceNow

Remedy

Jira

Job description

Russell Tobin is seeking a highly organized and proactive IT Support Analyst professional with a minimum of 3 years of experience to provide high-level technical support to end users across the organization. This role is ideal for a professional who thrives in a fast-paced environment, demonstrates strong problem-solving skills, and is able to troubleshoot and resolve hardware, software, and system issues.

Key Responsibilities

• Serve as the first point of contact for IT Service Desk support requests
• Provide phone, chat, and in-person support to end users
• Troubleshoot and resolve hardware, software, and system issues
• Log and track incidents using a ticketing system
• Perform incident triage, diagnosis, resolution, and escalation
• Deliver excellent customer service with empathy and urgency
• Document issues, resolutions, and processes accurately
• Support enterprise applications and infrastructure components
• Install, configure, and maintain hardware, software, and peripherals
• Collaborate with internal teams to resolve complex technical issues
• Maintain professionalism in high-pressure situations

Qualifications

• Minimum 3 years of IT support / service desk / help desk experience
• Strong troubleshooting skills (hardware & software)
• Experience with ticketing systems (ServiceNow, Remedy, Jira, etc.)
• Excellent communication and customer service skills
• Ability to diagnose and resolve technical issues quickly
• Experience working in fast-paced, high-volume environments
• Strong attention to detail and documentation skills
• Self-motivated with ability to work independently
• High school diploma or GED required
• Customer-facing role (phone, chat, in-person)
• Focus on first-call resolution and user satisfaction
• Opportunity to work with enterprise-level systems and tools

What We Offer

Pride Global offers eligible employees a comprehensive benefits package, including:

• Medical, dental, and vision coverage
• Supplemental insurance (accident, critical illness, and hospital indemnity)
• 401(k) retirement savings planLife and disability insurance
• Employee Assistance Program (EAP)
• Legal support services
• Auto, home, and pet insurance options
• Employee discounts with preferred vendors

More about us:

Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

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