Onsite IT Service 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

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.