Technical Analyst (SCCM) | 898897

Revel IT

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Technical Analyst is needed for a direct hire role with our Columbus, Ohio client. The role will support the company’s technology platform and initiatives for local and remote users. He/she serves as first and primary contact for all hardware, software, mobile devices, VoIP telephones and network (LAN/WAN) related issues.

Essential Functions

  • Provides after-hours (nights and weekends) technical support on designated weeks.
  • Establishes and maintains a professional, working rapport with all associates, co-workers, vendors and management to effectively provide problem resolutions, follow-ups and status updates.
  • Documents and tracks all issues using the Helpdesk ticket tracking system. Updates the tickets as often as necessary to share the status and progress with IS team members. Follows up with users to ensure satisfaction before closing a ticket.
  • Keeps Supervisor informed of all unresolved requests and issues on a regular basis.
  • Creates or updates Knowledgebase articles with necessary information, especially those regarding uncommon issues, solutions and special applications (e.g., Demographics or Tax software).
  • Conducts necessary research for solutions using internal and external resources.
  • Escalates issues to Network Administrator and Development group when appropriate.
  • Opens and tracks tickets with vendors when applicable and documents the information in the Helpdesk ticket tracking system.
  • Assists with management and maintenance of various systems. Creates and updates documentation for these systems.
  • Mentors junior technical analyst personnel on hardware and software problem analysis and resolution.
  • Works with junior technicians on escalated issues
  • Develops, tests and implements strategies for deployment of applications to local and remote users.
  • Maintains knowledge of new hardware, software, peripherals (printers, scanners, digital devices, etc.) and related technology trends in order to support and make recommendations.
  • Assists users with file conversions, formatting and other issues to facilitate internal and external Company communication
  • Occasionally travels to malls to support customers and new technology initiatives.
  • Provides technical support for third-party implementations and operations of Heating Venting and Cooling (HVAC) Systems, Energy Management Systems (EMS), Security Systems (DVRs and Cameras) and other Mall Management Systems.
  • Assists in configuration, deployment and operation of wireless technology at malls and remote offices.
  • Provides technical support for company functions and events at corporate office, malls and other venues.
  • Provides end-user training and technical support for audio-visual conferences.
  • Resolves issues and supports access to third-party-hosted applications.
  • Assists users with remote access issues involving Citrix, VDI and VPN. 


  • Excellent customer service skills.
  • Demonstrated knowledge of Microsoft Windows and Office applications.
  • Experience with Microsoft System Center Configuration Manager (SCCM)
  • Knowledge of Microsoft Active Directory, Exchange and Virtual Desktop Technology.
  • Excellent computer troubleshooting and repair skills.
  • Solid understanding of TCP/IP and networking technology.
  • Detailed knowledge of hardware, software, printers, scanners, iPhones, iPads, network storage, switches and routers.
  • Ability to manage multiple tasks and projects simultaneously.
  • Ability to research and solve technical problems using the Internet.
  • Good communication and interpersonal skills.
  • Ability to diagnose problems and provide remote technical assistance to associates with limited technical experience.

Education and Experience

  • Technical degree or equivalent combination of education and experience required.

What the client offers:

  • Competitive salaries and comprehensive benefits including health, dental, 401k with no vesting schedule, and paid time off
  • On-going learning opportunities within a rewarding work environment
  • Career experiences that can span different client departments and functions with opportunities for personal and professional growth
  • Client offers hybrid work schedule


Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Revel IT, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your experience doesn’t align perfectly with every qualification in the description, we encourage you to apply anyway. You might be the right candidate for this or our other open roles!  

Revel IT is an Equal Opportunity Employer. Revel IT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.


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