Service Desk Analyst

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.

Our 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.

At 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.

About the Role
We 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.

This 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.

 Role & Responsibilities:

• Serve as a primary point of contact for client technical issues via phone (primary support channel), email, chat, and ticketing system
• Troubleshoot and resolve common end-user issues related to desktops, laptops, mobile devices, printers, and approved software
• Perform basic user account administration, including password resets, group membership changes, and license assignments in on-premises and cloud environments
• Support installation, configuration, and basic troubleshooting of client applications, VPN clients, and virtual desktop solutions
• Accurately document troubleshooting steps, resolutions, and client communications within the ticketing and documentation systems
• Identify, document, and escalate issues that exceed defined scope following established procedures
• Execute documented scripts, workflows, and standard operating procedures
• Provide end users with guidance aligned to security best practices and internal documentation