Help Desk

Vaco; Columbus (OH); Hybrid; USD 28,000 - 39,000; Full time

Job summary

Vaco by Highspring is seeking a Help Desk Analyst in Columbus, OH for a hybrid role. The candidate will handle first-level IT support for hardware, software, and mobile devices, document actions in the ticketing system, and communicate status clearly to users.

The role emphasizes strong customer service, problem solving, and collaboration with IT teams, with a contract-to-hire path and standard business hours.

Qualifications

• Associate Degree in Computer Science, Information Technology, or related field preferred.
• ITIL Certification or working knowledge of ITSM processes preferred.

Responsibilities

• Provide first-level IT support for hardware, software, and mobile devices.
• Document interactions and resolutions in the ticketing system and monitor status of incidents.
• Triaget and route incidents to appropriate IT teams.
• Educate users on proper use of hardware and software and provide training as needed.
• Suggest improvements to IT Service Desk processes and documentation.

Skills

Customer service

Active listening

Verbal communication

Written communication

Troubleshooting

Microsoft Windows

Microsoft Office

Mobile devices support

Team collaboration

Education

Associate degree (CS/IT/related)

ITIL certification (preferred)

Tools

IT service management systems

Job description

Help Desk Analyst

Location: Columbus, OH

Employment Type: Contract-to-Hire

Work Arrangement: Hybrid (Onsite/Remote)

About the Opportunity

Our client is seeking a customer-focused Help Desk Analyst to join their IT team in Columbus, Ohio. This contract-to-hire opportunity is ideal for an individual who enjoys helping users, solving technical issues, and delivering exceptional customer service. The Help Desk Analyst will serve as the first point of contact for IT support requests, providing front-line technical assistance while ensuring timely resolution and communication throughout the support process.

Key Responsibilities

End User Support

• Respond to incoming user phone calls, emails, and walk-up support requests.
• Provide first-level support for hardware, software, application, and technology-related issues.
• Troubleshoot technical issues to resolution whenever possible or expand according to established procedures.
• Serve as the initial point of contact for incident and service request management.
• Triaging incoming incidents and requests and routing them to the appropriate support teams.

Incident & Request Management

• Accurately document user interactions, troubleshooting activities, actions taken, and resolutions within the ticket management system.
• Track and monitor open incidents and service requests to ensure timely resolution.
• Follow up with support teams on behalf of IT users regarding the status and expected completion of incidents and requests.
• Contact end users to gather additional information, verify issue resolution, and confirm service delivery satisfaction.
• Maintain detailed and accurate records in accordance with IT support standards and procedures.

User Training & Technical Assistance

• Coach users on the installation, configuration, and proper use of company-provided hardware and software.
• Support Microsoft Windows operating systems, Microsoft Office applications, and mobile technologies.
• Assist with troubleshooting and support for mobile devices, including iOS and Android platforms.
• Research technical problems independently and collaborate with team members to identify effective solutions.

Continuous Improvement

• Recommend improvements to IT Service Desk operations, processes, standards, and procedures.
• Contribute to knowledge sharing and documentation efforts that improve team efficiency and service quality.
• Perform other duties and responsibilities as assigned.

Qualifications

Preferred Education & Certifications

• Associate Degree in Computer Science, Business Administration, Information Technology, or a related field preferred.
• ITIL Certification or working knowledge of IT Service Management (ITSM) processes preferred.

Knowledge, Skills, and Abilities

• Strong customer service skills, including active listening, conflict resolution, decision-making, and negotiation.
• Excellent verbal, phone, written, and interpersonal communication skills.
• Highly dependable, patient, and productive with a strong sense of accountability.
• Quick to adapt to changing priorities and eager to learn new technologies and processes.
• Ability to work effectively within a team environment and share responsibilities as needed.
• Ability to maintain confidentiality of company and employee information.
• Strong technical and analytical troubleshooting skills.
• Working knowledge of Microsoft operating systems and Microsoft Office applications.
• Familiarity with computer hardware and peripheral devices.
• Experience supporting mobile devices and operating systems, including iOS and Android.
• Ability to work independently while maintaining a high level of customer service.

Physical and Work Requirements

• Ability to lift up to 30 pounds and perform physical activities associated with moving, installing, and supporting technology equipment.
• Ability to work from home as part of a hybrid work schedule.
• Flexibility to work overtime as needed to support business operations.

Ideal Candidate

The successful candidate is a motivated IT professional who combines strong technical troubleshooting abilities with exceptional customer service skills. They thrive in a fast-paced support environment, communicate effectively with users at all levels, and are committed to providing outstanding technical support while continuously improving the customer experience.

Location: Columbus, OH (Hybrid)

Type: Contract-to-Hire

Industry: Information Technology / Technical Support

Schedule: Standard business hours with occasional overtime as needed.

EEO Notice

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [e-mail].

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.

Privacy Notice

Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
• Virginia residents may access our state specific policies here.
• Residents of all other states may access our policies here.
• Canadian residents may access our policies in English here and in French here.
• Residents of countries governed by GDPR may access our policies here.

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.