IT Service Analyst (Cleveland)

At Taft, we work as one team, driven and committed to helping our clients succeed. A full-service law firm with approximately 675 attorneys and 1,000 on our team firm-wide, we have the collaborative approach, advanced technological resources, and depth of services that make us a preeminent law firm in the Midwest.

We are seeking an IT Service Analyst in our Cleveland office.

The IT service analyst serves as the first point of contact for all users seeking technical assistance. This individual will assist users by performing in-person or remote troubleshooting using remote diagnostic tools and asking pertinent questions in order to isolate the problem and implement the correct solution. All Taft employees operate under a “Client First” philosophy—in all things, we seek to provide exceptional services to our clients. 

Duties and Responsibilities:

  • Uses Help Desk ticketing system and phone queue to assist users in quickly resolving technical hardware and software issues.
  • Assists users with video conferencing planning and setups.
  • Participates in maintaining an accurate inventory database, including equipment that is out on loan to users.
  • Maintains an up-to-date knowledgebase system.
  • Follows all policies and procedures for the firm and those specific to the IT department.
  • Provides excellent service using the standards and procedures outlined under ITIL 4 standards.


  • Associate’s degree and 3-4 years of IT related experience, or equivalent combination of education and experience.
  • Previous law firm experience strongly desired.
  • Certification in ITIL 4 Foundation desired.
  • Strong working knowledge of Microsoft Office programs.
  • Strong problem solving and analytical skills; excellent initiative and assertiveness.
  • Excellent customer service skills and ability to work effectively with all levels of personnel in a team environment.
  • Strong organizational skills and the ability to work in a fast-paced environment.

Taft is a State of Minnesota and City of St. Paul Affirmative Action Employer as required in those jurisdictions. The information in this posting presents general duties, tasks, and responsibilities but is not intended to be an exhaustive listing.