Service Desk Analyst

Job Description

Position Summary:

The Service Desk Analyst will provide technology support for all computer users at the Firm generally via the automated call distribution system. This position will perform processes to troubleshoot hardware, software, networking and a variety of other potential root causes for user system failures. Participates in and performs activities relating to the ITIL Standard process of Incident Management.

Essential Functions:

Provide technology support to Partners and employees of the Firm via telephone, email and in person during normal business hours and after hours when on-call.

Perform incident management activities such as logging new events and updating/escalating existing events until closure in order to meet established KPI goals.

Research solutions to complex support issues and new product requirements.

Assist with creation of instructional documentation and maintenance for the Service Desk knowledge base.

Participate in activities for continued learning in order to enhance skills to be able to assist users.

Be a resource for other IT projects as requested.

Knowledge, Skills and Abilities:

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 IT Infrastructure Library (ITIL)

Excellent organization, time management and problem solving skills

Ability to adapt to changing priorities and critical situations

Education and Experience:

Associate's degree in related discipline or combination of equivalent education and experience required.

1 - 3 years of experience in similar field preferred.

Equal Opportunity Employer:

Vorys, Sater, Seymour and Pease LLP (Vorys) does not discriminate in hiring or terms and conditions of employment because of an individual’s sex, race, age, religion, national origin, ancestry, color, sexual orientation, gender identity, 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.