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
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