IT Service Desk Analyst | Revel IT

Our Goal: Treat our consultants and clients the way we would like others to treat us! Interested in joining our team? Check out the opportunity below and apply today!

Contract opening in Columbus, Ohio for an Associate IT Service Desk Analyst. The shift for this role is Tue. – Sat. 8a-4:30p. Primary duties include:

• Serve as the primary point of contact for IT support via phone, ticketing system, email, walk‑up, and deskside support.
• Create, categorize, prioritize, and document tickets with clear, accurate, and actionable information.
• Independently diagnose and resolve incidents and service requests within established SLAs.
• Determine appropriate priority, impact, and urgency for incoming requests and tickets.
• Escalate incidents to Tier 2 or specialized teams when resolution is not achievable at their level, ensuring proper handoff and documentation.

• Perform intermediate troubleshooting for laptops, desktops, mobile devices, Microsoft 365 applications, and telephony tools.
• Resolve issues that extend beyond scripted solutions by applying critical analytical thinking and prior technical experience.
• Provide troubleshooting for custom built in‑house software solutions and follow managed knowledge articles for this support.
• Demonstrate sound judgement for escalation of these software issues.
• Provide remote support using approved enterprise remote‑assistance tools.
• Support account unlocks, password resets, MFA assistance, and moderate access‑related issues.
• Provide guidance on Microsoft 365 applications including Teams, Outlook, One Drive, and Office applications.
• Assist users with hardware setup and troubleshooting, including peripherals, docking stations, displays, and workstation connectivity.

• Exercise independent judgment to determine resolution path, escalation timing, and next steps for non‑standard support scenarios.
• Serve as an initial escalation point for reported issues, assist with troubleshooting, and provide resolution guidance as needed.
• Collaborate with peers and senior analysts to ensure timely resolution of high‑impact or complex issues.
• Demonstrate sound judgement of when incidents need to be escalated and determine if that escalation is internal to the team or to another IT software or hardware team.

• Identify recurring issues, trends, and gaps in documentation based on ticket analysis and daily support experience. Report these gaps to senior members and drive innovation in our documentation.
• Contribute to knowledge articles, user instructions, and standard operating procedures to improve resolution consistency.
• Provide feedback to leadership on process improvements, tooling gaps, and opportunities to increase first‑contact resolution.

• Monitor personal workload and ticket queues to ensure progress toward SLA commitments.
• Participate in a rotating schedule to support 24x7x365 operations, including peak periods.
• Demonstrate schedule flexibility to support coverage needs due to vacations, unplanned absences, or business‑critical events.
• Maintain high standards of professionalism, customer service, and communication across all support interactions.

• 1–3 years of experience in IT service desk, deskside support, or similar technical support environment, with regular independent troubleshooting and escalation decision‑making.
• Working knowledge of Windows, macOS, and iOS mobile operating systems.
• Hands‑on experience supporting Microsoft 365 applications.
• Demonstrate ability to problem solve and show experience in supporting Web and on‑prem based software solutions.
• Ability to follow established procedures while exercising judgment in non‑standard scenarios.
• Experience working within ITSM ticketing tools (Service Now, JSM, etc.) and understanding SLA‑driven outcomes.
• Familiarity with ITIL standards and proper support techniques.
• Strong customer service, communication, and problem‑solving skills.
• Ability to assess impact and urgency to prioritize work effectively.

• CompTIA A+, Network+, or similar technical certification.
• Foundational…