Junior Service Desk Analyst

This is an exempt position.

About the role

We are seeking a Junior Service Desk Analyst to provide front-line Level 1 support for NYC Health + Hospitals across its enterprise healthcare environment. This entry-level role supports end users through phone, live chat, email, service portal, and automated request queues while resolving incidents and service requests in accordance with service level agreements. The analyst will deliver timely, customer-focused support while building foundational knowledge of Service Desk operations and IT best practices in a 24/7 healthcare setting.

Responsibilities

• Manage Level 1 interactions, incidents, service requests, catalog tasks, and work orders from initial report through resolution or appropriate escalation.
• Provide front-line support to end users through phone calls, live chat, email, the service portal, and auto-triggered request queues during the assigned tour.
• Troubleshoot and resolve common hardware, software, password reset, Microsoft Office, Windows, application, and access-related issues at Level 1 whenever possible.
• Receive, prioritize, document, and actively resolve end-user requests while maintaining accurate ticket records in ServiceNow.
• Triage requests for accurate transfer and escalation, follow established paging and escalation procedures, and track ticket progress against service level agreements (SLAs).
• Serve as a single point of contact for Service Desk activities and provide clear, timely status updates to end users throughout the resolution process.
• Use remote support tools, including Bomgar, to assist users and diagnose technical issues.
• Contribute to the continuous improvement of Service Desk processes, procedures, documentation, and customer experience.
• Maintain current technical knowledge of Service Desk tools, IT technologies, and support practices used within the environment.
• Participate in special projects and perform other assigned Service Desk duties as required.
• Provide coverage for the Weekend Day shift (Saturday and Sunday 8:00 AM-9:00 PM and Monday 8:00 AM-8:00 PM), including holidays when necessary, within a 24/7 Service Desk environment.

Requirements

• 1+ years of experience in a service desk or technical support role.
• Understanding of ServiceNow and Service Desk ticket management processes.
• Understanding of remote desktop support tools, including Bomgar.
• Basic hardware and software troubleshooting skills, including support for password resets, Microsoft Office, Windows, and application-related issues.
• Familiarity with EDP applications and data processing programs.
• Strong customer service, documentation, problem-solving, communication, and teamwork skills.
• Ability to work independently and collaboratively in a fast-paced team environment.
• Ability to work the assigned Weekend Day shift and holidays when necessary in support of a 24/7 Service Desk.
• Must provide personal IT equipment suitable for remote work, including a PC/monitor or laptop, headset, and reliable home internet.
• Ability to work at various locations when necessary and report onsite within 48 hours when required; the role is approximately 80% remote and up to 20% onsite.

Qualifications

• Associate's or Bachelor's degree in Information Technology or a related field.
• Client minimum qualifications also identify a baccalaureate degree in a relevant field with one year of qualifying systems/EDP experience, or a master’s degree in a relevant management, administration, accounting, or related field.
• A satisfactory combination of education, training, and experience may also qualify.

Desirable Qualifications

• Local to the New York area to support occasional onsite requirements.

Pay

W2 Hourly Rate: $25-34/hour

Schedule

• Duration: 6 Months (with potential for extension)
• Start Date: estimated - 9/15/2026
• Location: New York, NY (Remote; up to 20% onsite)
• Weekend Day shift coverage required: Saturday and Sunday 8:00 AM-9:00 PM and Monday 8:00 AM-8:00 PM, including holidays when necessary.

Benefits

• Opportunities to lead impactful transformations in the public sector infrastructure.
• Engagement with high-profile government initiatives, supporting meaningful change.
• Professional development through exposure to innovative Agile practices and leadership collaboration.
• A collaborative environment that values ownership, initiative, and continuous learning.