Service Desk Analyst

CL fda69abe 6897 4fee b902 ec3f35527499; Columbus (OH); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) plan

Paid time off

Job summary

Vorys seeks a Service Desk Analyst to deliver technology support for all technology consumers at the Firm. The role uses ITIL-aligned incident management and the ITSM platform to diagnose and restore services efficiently.

You will handle requests via phone, email, and in-person, maintain documentation, and contribute to knowledge-base improvements while pursuing ongoing professional development within a growing IT department.

Qualifications

• Associate's degree or equivalent education/experience required.
• Minimum 1 year of experience in a similar role preferred.
• Advanced computer skills and familiarity with ITIL concepts.
• Strong communication and customer-service orientation.

Responsibilities

• Provide technical support via telephone, email, and in-person during business hours; participate in after-hours on-call as needed.
• Log, review, and resolve incidents in the ITSM system per SLA guidelines; monitor queues.
• Investigate, document, and implement solutions for complex technical issues.
• Create and maintain user-facing knowledge base and instructional materials.
• Pursue ongoing professional development to strengthen technical expertise.
• Collaborate on IT projects, providing technical support and services.

Skills

ITIL knowledge

Customer service

Windows knowledge

Microsoft Office

Problem solving

Adaptability

Education

Associate's degree or equivalent

Tools

ITSM platform

Knowledge base systems

Job description

Tired of job hopping? Looking for a place that will help you as much as you help them? Join Vorys as a Service Desk Analyst. The position provides technology support for all computer users at the Firm, via a variety of methods. Our growing IT department has a very long tradition of developing Service Desk Analysts for career advancement, with over 35% of current IT staff starting on the Service Desk. In fact, this position became open due to promotion. If you want to be part of a special organization, and part of what makes the organization special,

Position Summary:

The Service Desk Analyst delivers technology support to all technology consumers through the information technology service management (ITSM) platform and in-person. This position diagnoses and resolves hardware, software, and network issues, identifies root causes, and restores service efficiently. The Service Desk Analyst executes and supports information technology infrastructure library (ITIL) -aligned Incident Management processes, ensuring timely resolution, accurate documentation, and clear communication throughout the incident lifecycle.

Essential Functions:

• Provide technical support to technology consumers via telephone, email, and in- person, ensuring timely resolution of issues during standard business hours and coverage during assigned after-hours on-call periods.
• Perform incident management activities using the ITSM platform. Log, review, and update incidents to keep all details current through resolution, in accordance with established service level agreement (SLA) policies. Actively monitor and manage Service Desk chat and telephone queues.
• Research, evaluate, and implement solutions for complex technical issues and emerging product requirements, ensuring effective resolution and alignment with Firm standards and business needs.
• Assist in creating and maintaining instructional documentation for the Service Desk and user-facing knowledge base.
• Pursue ongoing professional development to strengthen technical expertise and ensure the ability to effectively support and advise technology consumers.
• Serve as a resource contributor to IT projects as needed, providing technical expertise and support to ensure successful project execution and outcomes.

Knowledge, Skills and Abilities:

• Advanced computer skills
• Thorough knowledge of current versions of Microsoft Office and Microsoft Windows
• Working knowledge of networking, IT functions and procedures
• Familiar with the concepts of the Information Technology Infrastructure Library (ITIL)
• Superior customer service skills
• Responsible and self-motivated
• Excellent organization, time management and problem solving skills
• Ability to adapt to changing priorities and critical situations
• Strong listening, verbal and written communication skills
• Ability to address rapidly changing priorities

Education and Experience:

• Associate's degree in related discipline or combination of equivalent education and experience required.
• Minimum of 1 year of experience in similar field preferred.

The expected pay scale for this position is $26.44–$31.25 per hour (overtime eligible per applicable laws) with an approximate annualized equivalent of $55,000.00–$65,000.00 based on 40 hrs./week. Actual earnings may vary. The actual compensation offered will depend on factors such as your qualifications, relevant experience, education, work location, and market conditions.

At Vorys, we are dedicated to fostering a workplace where employees can succeed both personally and professionally. We offer competitive compensation along with a robust benefits package designed to support your health, well-being, and long-term goals. Our benefits include medical, dental, vision, FSA, life and disability coverage, paid maternity & parental leave, family building resources, identity theft protection, a 401(k) plan, and paid sick, personal and vacation time. Some benefits are provided automatically, while others may be available for voluntary enrollment. You’ll also have access to opportunities for professional growth, work-life balance, and programs that recognize and celebrate your contributions.

Equal Opportunity Employer:

Vorys does not discriminate in hiring or terms and conditions of employment because of an individual’s sex (including pregnancy, childbirth, and related medical conditions), reproductive health decisions, race, age, religion, national origin, ancestry, color, sexual orientation, gender identity, gender expression, genetic information, marital status, military/veteran status, disability, or any other characteristic protected by local, state or federal law. Vorys only hires individuals authorized for employment in the United States.

Vorys is committed to providing reasonable accommodations to qualified individuals in our employment application process unless doing so would constitute an undue hardship. If you need assistance or an accommodation in our employment application process due to a disability; due to a limitation related to, affected by, or arising out of pregnancy, childbirth, or related medical conditions; or due to a sincerely held religious belief, practice, or observance, please contact Julie McDonald, CHRO. Our policy regarding requests for reasonable accommodation applies to all aspects of the hiring process.