{"id":95236,"url":"https://alion.io/job/redhelm-service-desk-analyst-i-columbus","title":"Service Desk Analyst I (Columbus)","company":{"id":6908,"name":"RedHelm","domain":"redhelm.io","url":"https://alion.io/company/redhelm","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Columbus, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":42000,"max_usd":81000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":608},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Service Desk","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-08-07T17:46:35Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-11-03T10:59:55Z","board_verified":true,"closed_at":null,"days_open":87,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":87},"description":"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.\nOur 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.\nAt 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.\nAbout the Role\nWe are seeking a Service Desk Analyst I to serve as a primary point of contact for client technical support, delivering consistent, professional, and customer-focused assistance across multiple channels. This role is responsible for incident resolution and service requests within a variety of client environments, and plays a critical part in maintaining service quality, customer satisfaction, and operational efficiency. The ideal candidate brings a customer-first mindset, strong attention to detail, and a genuine willingness to grow their technical skills over time.\nThis is a full-time, in-office position located in Columbus, OH, five days per week, supporting day-to-day operations at our satellite office. The Service Desk Analyst I will primarily support end users who call our IT Service Desk line for support, with ticket-based requests as a secondary channel.\n Role & Responsibilities:\nServe as a primary point of contact for client technical issues via phone (primary support channel), email, chat, and ticketing system\nTroubleshoot and resolve common end-user issues related to desktops, laptops, mobile devices, printers, and approved software\nPerform basic user account administration, including password resets, group membership changes, and license assignments in on-premises and cloud environments\nSupport installation, configuration, and basic troubleshooting of client applications, VPN clients, and virtual desktop solutions\nAccurately document troubleshooting steps, resolutions, and client communications within the ticketing and documentation systems\nIdentify, document, and escalate issues that exceed defined scope following established procedures\nExecute documented scripts, workflows, and standard operating procedures\nProvide end users with guidance aligned to security best practices and internal documentation\nCollaborate with peers and other technical teams to ensure timely resolution and smooth handoffs when escalation is required\nSoft Skill Requirements\nStrong customer service orientation with the ability to remain professional under pressure\nClear verbal and written communication skills, including the ability to explain technical concepts to non-technical users\nAttention to detail in documentation and ticket notes\nAbility to follow defined processes while managing multiple tasks in a fast-paced environment\nWillingness to learn, accept feedback, and develop technical skills over time\nTechnical Skill Requirements\nExperience providing end-user technical support in a professional environment\nBasic troubleshooting of Windows and macOS operating systems\nFamiliarity with user account management in Active Directory and cloud identity platforms\nBasic understanding of TCP/IP networking and wired/wireless connectivity\nAbility to support common business applications, VPN clients, and virtual desktop environments\nAwareness of security fundamentals such as MFA, password hygiene, endpoint protection, and email security \nPreferred Qualifications\nIndustry-recognized entry-level IT certifications (e.g., CompTIA A+)\nExperience working in a ticket-based support or service desk environment\nTransferable experience from customer-facing technical, retail IT, help desk, or internal IT roles will be considered\nAdditional Information\nThis is a full-time in-office role located in Columbus, OH with eligibility to work remote on occasion\nParticipation in an on-call or after-hours support rotation may be required\nValid driver's license and reliable transportation may be required\nLocal travel to client locations may be required based on business needs\nMust be able to successfully pass state and federal background checks\nHigh school diploma or equivalent required\nInformation Security Commitment\nThis role operates within a managed services environment and will have access to client systems, data, and infrastructure. All team members are expected to handle client and company information responsibly, follow established security and data privacy procedures, and support our commitment to maintaining the confidentiality, integrity, and availability of the systems we manage. Candidates should be comfortable working within a security-conscious culture where following documented processes and protecting client data are core expectations of the job.\nPlease Note, RedHelm is currently unable to support visa sponsorship for those living in the United States and working under an H1B visa.\nEqual Opportunity Employer\nRedHelm provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, RedHelm will provide reasonable accommodations for qualified individuals with disabilities.\nWhy Join Us\nThis 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.\nWe 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.\nWe 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. 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