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RedHelm · 4 hours ago

Service Desk Analyst II

Columbus, OH

Full-time

Onsite

Mid Level

3+ years exp

RedHelm is a technology solutions provider focused on delivering tailored support to clients. The Service Desk Analyst II will serve as an escalation point for complex technical issues, providing advanced troubleshooting and mentoring to junior analysts while ensuring high service quality and operational discipline.

Cloud Data ServicesCommunications InfrastructureInformation TechnologyIT Infrastructure

No H1B

Responsibilities

Serve as an escalation resource for Service Desk Analyst I issues requiring advanced troubleshooting or involving multi-system impact

Troubleshoot and resolve complex issues related to desktops, servers, virtual environments, networking, storage, and business-critical applications

Perform advanced user and system administration tasks within defined scope, following documented standards and escalation paths

Identify root causes of recurring or escalated issues and recommend corrective actions

Support the installation, configuration, and troubleshooting of servers, virtualization platforms, backup solutions, and cloud services at an operational level

Collaborate with Systems Engineering, Cloud, and Project teams during implementations, transitions, and incident resolution

Mentor and provide technical guidance to Service Desk Analyst I team members to support skill development and service consistency

Create, maintain, and improve technical documentation, standard operating procedures, and knowledge base articles

Execute and validate scripted tasks, routine maintenance activities, and approved automation workflows

Ensure adherence to information security policies, data privacy requirements, and operational controls

Qualification

Advanced troubleshootingWindows Server supportIdentityAccess managementTCP/IP networkingBackup solutions knowledgeCustomer serviceTechnical mentoringTechnical documentation

Required

3 or more years of experience providing end-user and service desk support in a professional IT environment

High school diploma or equivalent required

Participation in an on-call or after-hours support rotation may be required

Valid driver's license and reliable transportation may be required

Periodic local travel to client locations may be required based on business needs

Successful completion of state and federal background checks is required

Experience working in a ticket-based support or service desk environment, including handling escalated or complex issues

Advanced troubleshooting experience with Windows and macOS endpoints across user access, device configuration, and system performance

Strong hands-on experience with identity and access management technologies, including Active Directory, Group Policy, Microsoft 365, and Entra ID

Experience supporting Windows Server environments and virtualization platforms such as Hyper-V or VMware at an operational level

Solid understanding of TCP/IP networking fundamentals, VPN technologies, and business-class firewall concepts

Working knowledge of backup solutions, storage fundamentals, and disaster recovery concepts as they relate to incident response and service continuity