Revel IT · 22 hours ago
IT Service Desk Analyst (2nd Shift)
Columbus, Ohio Metropolitan Area
Contract
Hybrid
Entry Level
1+ years expRevel IT is seeking an IT Service Desk Analyst for a contract opportunity in Columbus, Ohio. The role involves providing technical support and troubleshooting for various devices and applications, ensuring superior customer service, and maintaining a knowledge base of common issues and solutions.
Human ResourcesRecruitingStaffing Agency
Responsibilities
Troubleshooting application or device problems; determine if solution is known and publish resolutions or workarounds in Service Now Incident, Problem or Knowledge management
Provides tiers one/two/three support for team members to include: application, pc, laptop, peripherals, cellular phones, iPad and other telecommunications devices/supplies for all subsidiaries
Provides superior customer service, accurately logging tickets, and effectively transitioning and escalating unresolved problems
Escalate reports of chronic or unresolved problems to the appropriate team lead or manager
Provides timely updates to internal teams as well as business/stakeholder communications on issues reported
Responsible for maintaining a knowledge-based system of common reported problems and resolutions and may be requested to perform ancillary tasks such as: attendance to meetings, RFC notification emails, contributing to Knowledge Management, etc
Answers inbound phone calls and emails during an assigned shift in a 7x24x365 global Help Desk
Provides technical assistance and problem resolution for employees requesting help on computer or network related issues or questions in a courteous, professional, thorough and concise manner
Demonstrates a commitment to providing superior customer service
Adherence to time and metric’s tracking is required
Manages customer communications on scheduled and non-scheduled system maintenance, providing a communication hub between the business and Shared IT
Follows up on open tickets and confirms successful resolution with the client
Creates and maintains user accounts and access privileges for Active Directory (Windows 2000/XP) and application systems
Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps
Assists on Help Desk related projects and activities as assigned by management
Qualification
Required
Strong customer service background—call center experience preferred
Ability to ask strong, probing questions; professional communication
Comfortable navigating Windows, mobile devices, and general tech
Ideally 1 year of help desk or similar technical support experience
Understanding of Active Directory (users & computers)
Understanding of Multifactor authentication (Okta preferred)
Understanding of Microsoft Office suite
Confident computer power user
Basic knowledge of Active Directory (Users & Computers)
Basic knowledge of Office 365
Basic knowledge of Okta or similar SSO/MFA tools
Basic knowledge of iOS/macOS
Basic knowledge of ITIL/ITSM concepts
Intermediate knowledge of Windows OS
Intermediate knowledge of Microsoft Office applications
Preferred
1–2 years enterprise IT support experience
CompTIA A+ and/or ITIL certification
MDM experience
Experience with knowledge bases and ticketing systems
Company
Revel IT
Revel IT provides IT recruiting and staffing services.
201-500 employees
H1B Sponsorship
Revel IT has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (15)
2024 (6)
2023 (8)
2022 (14)
2021 (21)
2020 (24)
Funding
Current Stage
Growth StageLeadership Team
Randy Dean
President and CEO
Kristin Griffith
Chief Financial Officer
Company data provided by crunchbase