Service Desk Analyst

Socket.dev; Columbus (OH); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Job summary

Vorys is hiring a Service Desk Analyst to provide technology support to all users through the ITSM platform and in-person. The role diagnoses and resolves hardware, software, and network issues, ensuring timely resolution and clear incident lifecycle communication.

The successful candidate will follow ITIL-aligned incident management, create documentation, and contribute to projects while pursuing ongoing professional development and growth within a long-standing IT team.

Qualifications

• Associates degree or equivalent experience required.
• Minimum of 1 year of experience in a similar field preferred.

Responsibilities

• Provide technical support via telephone, email, and in-person, during business hours and after-hours on-call.
• Log, review, and update incidents in the ITSM system to meet SLA policies.
• Research, evaluate, and implement solutions for complex technical issues.
• Create and maintain IT knowledge base documentation.
• Pursue ongoing professional development to strengthen technical expertise.
• Contribute to IT projects with technical support as needed.

Skills

Advanced computer skills

Microsoft Windows

Networking knowledge

ITIL knowledge

Customer service

Communication skills

Problem solving

Time management

Education

Associate degree

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.