Help Desk Analyst

Vaco by Highspring; Cleveland (OH); On-site; USD 54,000 - 66,000; Full time

Job summary

Highspring LLC (d/b/a Vaco by Highspring) is seeking a Service Desk Analyst to join a small, hands-on IT team in Cleveland. This onsite, full-time role supports internal employees across the organization and reports to IT leadership.

The position is contract-to-hire, with hours 8:00am–5:00pm, Monday to Friday, and a salary of $60,000 annually. You will be the first point of contact for IT issues and collaborate with leadership to resolve them.

Qualifications

• 2-5 years of experience in a Service Desk, Help Desk, Desktop Support, or IT Support role.
• Experience supporting Microsoft 365 environments
• Comfortable working in a ticketing system
• Basic Windows and networking troubleshooting skills
• Strong communication and customer service skills
• A proactive, dependable mindset – someone who takes ownership
• Polished and professional; this role regularly supports leadership

Responsibilities

• Serve as the first point of contact for IT support requests
• Troubleshoot and resolve common hardware, software, access, and connectivity issues
• Log, track, and update tickets using a service desk platform (Jira or similar)
• Support Microsoft 365 tools including Outlook, Teams, SharePoint, and the Admin Center
• Assist with user onboarding/offboarding and basic account administration
• Escalate issues when needed while staying involved through resolution
• Support conference room technology and other onsite IT needs
• Follow IT procedures, documentation, and security best practices
• Help identify repeat issues and improve processes and documentation over time

Skills

IT support

Microsoft 365

Ticketing system

Communication

Proactive mindset

Leadership support

Customer service

Tools

Jira

Job description

Service Desk Analyst (Onsite | Full-Time)

Cleveland, OH (Onsite)

Full-Time, Contract-to-Hire

Hours: Monday-Friday, 8:00am-5:00pm

Salary: $60,000 annually

Target Start: August 24, 2026

The Role

We’re hiring a Service Desk Analyst to join a small, hands-on IT team supporting internal employees across the organization. This is a fully onsite, full-time position and a strong fit for someone who takes ownership of issues, communicates well, and enjoys being a reliable point of contact for day-to-day technology support. This role is highly visible and regularly supports employees at all levels, including senior leadership. The right person will be professional, proactive, and comfortable working in a fast-paced environment.

What You’ll Be Doing

• Serve as the first point of contact for IT support requests
• Troubleshoot and resolve common hardware, software, access, and connectivity issues
• Log, track, and update tickets using a service desk platform (Jira or similar)
• Support Microsoft 365 tools including Outlook, Teams, SharePoint, and the Admin Center
• Assist with user onboarding/offboarding and basic account administration
• Escalate issues when needed while staying involved through resolution
• Support conference room technology and other onsite IT needs
• Follow IT procedures, documentation, and security best practices
• Help identify repeat issues and improve processes and documentation over time

What We’re Looking For

• 2-5 years of experience in a Service Desk, Help Desk, Desktop Support, or IT Support role
• Experience supporting Microsoft 365 environments
• Comfortable working in a ticketing system
• Basic Windows and networking troubleshooting skills
• Strong communication and customer service skills
• A proactive, dependable mindset – someone who takes ownership
• Polished and professional; this role regularly supports leadership

Equal Opportunity Notice

Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries ("we", "our", or "Vaco by Highspring") are committed to the full inclusion of all qualified individuals 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 applicable law. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an accommodation is needed to participate in the job application or interview process, please contact [e-mail].

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; and
• 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 and/or participation in medical, dental, and vision benefits as well as the company's retirement plan (or similar retirement benefits).