Sr IT Service Desk Analyst

Revel IT; Columbus (OH); On-site; USD 65,000 - 85,000; Full time

Job summary

Revel IT is seeking an Advanced Technical Support professional in Columbus, Ohio. The role includes acting as the primary escalation point for complex incidents and supporting operations 24x7. Candidates must have extensive experience in IT service desk environments, demonstrating strong analytical skills and an ability to lead initiatives for service desk excellence.

Job requirements include a Bachelor's degree in IT or equivalent hands-on experience, along with certifications like CompTIA A+, and strong customer service abilities.

Qualifications

• 4–6 years of experience in IT service desk or technical support.
• CompTIA A+, Network+, Microsoft certifications, or ITIL Foundation certification.
• Exceptional customer service and communication skills.

Responsibilities

• Serve as the primary escalation point for complex incidents.
• Develop and maintain technical knowledge base content.
• Support 24x7x365 operational coverage through shifts.

Skills

Technical support expertise

Advanced problem-solving

Customer service skills

Communication

Education

Bachelor’s degree or reputable certifications

Tools

Microsoft Office

Adobe products

ITSM tools

Job description

*Please only apply if your profile states that you are local to Columbus, Ohio. Candidates outside of Ohio will be rejected

Advanced Technical Support

• Serve as the primary escalation point for Tier 1 and Tier 2 analysts for complex or non-standard incidents.
• Independently resolve advanced incidents involving hardware, software, mobile devices, Microsoft 365 services, line of business apps, and contact center systems.
• Perform deep technical troubleshooting, root cause analysis, and permanent solution implementation.
• Support device imaging, application deployments, endpoint configuration, patching, and advanced workstation issues as required.
• Be the authority in technical ticket quality to ensure robust documentation prior to escalation to other teams.
• Provide mentoring, guidance, and on-the-job training to junior analysts to enhance technical capability and service consistency.
• Act as a technical authority within the service desk, influencing best practices for troubleshooting, documentation, and service delivery.
• Assist with onboarding new team members and conduct peer reviews of tickets to ensure quality and accuracy.
• Model professionalism, accountability, and composure during high-volume periods, major incidents, or business-impacting events.
• Demonstrate flexibility to support the team during peak demand, coverage gaps, and special event needs.

Continuous Improvement & Operations

• Develop, maintain, and enhance technical knowledge base content, SOPs, and internal documentation.
• Analyze ticket trends and operational data to identify recurring issues and recommend process or technology improvements.
• Contribute to operational reporting and service desk metrics to improve performance and customer experience.
• Participate in major incident response, including coordination, communication, and after‑action reviews.
• Partner with infrastructure, network, application, and security teams to improve resolution at the service desk level.
• Participate in service desk projects and operational initiatives (e.g., Kanban board optimization, process refinements).
• Provide thought leadership for procedure and policy adjustments that improve KPIs and the customer service experience.

Service Desk Excellence

• Support 24x7x365 operational coverage through participation in rotating shifts.
• Collaborate cross-functionally to resolve issues spanning multiple technical teams.
• Demonstrate flexibility to support peak demand, vacation coverage, and unplanned absences while maintaining high standards of professionalism, customer service, and communication during all user interactions.

Required Skills & Qualifications

• Bachelor’s degree or reputable certifications in information technology or a related field, or equivalent hands‑on experience in technical support roles.
• 4–6 years of experience in IT service desk, deskside support, or similar technical support environments, including advanced escalation responsibilities.
• Advanced experience supporting industry-standard software and technologies, including Microsoft Office, Adobe products, mobile platforms, remote access tools, and telephony systems.
• Advanced analytical and problem‑solving skills, with experience identifying trends, interpreting ticket data, and driving continuous improvement through automation, scripting, and reporting leveraging ITSM and analytics tools.
• CompTIA A+, Network+, Microsoft certifications, Cisco Certifications, or ITIL Foundation certification.
• Exceptional customer service, communication, and interpersonal skills, with the ability to clearly explain complex technical issues to non‑technical audiences and influence outcomes.
• Demonstrate history of participation in major incident response.
• Experience supporting a 24x7 operational environment or high‑volume (Global Enterprise) service desk, with many remote based employees.