Service Desk Analyst I (Columbus)

About the role

The Service Desk Analyst I is the first point of contact for client technical support, primarily handling phone calls, and will resolve incidents and service requests across desktop, mobile, and software environments while documenting work, following security procedures, and collaborating with other teams. The full‑time, in‑office role is based in Columbus, OH with occasional remote work and may include on‑call rotations.

About the company

RedHelm is a full‑stack technology partner that delivers offensive and defensive cybersecurity services along with integrated IT solutions, helping clients protect, power, and accelerate their operations. The company emphasizes innovation, accountability, collaboration, and a client‑centered approach.

Requirements

• Strong customer service orientation with ability to stay professional under pressure
• Clear verbal and written communication, capable of explaining 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
• 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
• Entry‑level IT certifications (e.g., CompTIA A+) preferred
• Experience in ticket‑based support or service desk environment preferred
• Transferable experience from customer‑facing technical, retail IT, help desk, or internal IT roles preferred
• High school diploma or equivalent required
• Valid driver’s license and reliable transportation may be required
• Ability to pass state and federal background checks
• Eligibility to work in the United States (no visa sponsorship)