Service Desk Analyst

This is an exempt position.

About the role

We are seeking a Service Desk Analyst who will support our NYC client. This role provides front-line Level 1 and Level 1.5 IT support across the enterprise, serving as a single point of contact for incidents, requests, and end-user assistance. The analyst will monitor service desk channels, resolve/triage tickets, and help meet service-level requirements and end-user expectations in a 24/7 support environment.

Responsibilities

• Monitor and respond to Service Desk phone, email, and auto-triggered request queues during the assigned day shift.
• Manage Level 1 and Level 1.5 incidents and service requests from initial report through resolution.
• Provide first-line support for password resets, Microsoft Office, Windows, and related end-user issues.
• Receive, prioritize, document, troubleshoot, and actively resolve end-user help requests.
• Triage and escalate incidents and requests accurately in accordance with established service-level agreements (SLAs).
• Track open tickets, monitor progress against SLAs, follow escalation and paging procedures, and close resolved items.
• Maintain current knowledge of Service Desk tools, including ServiceNow and performance-monitoring tools used by the Data Center.
• Serve as a single point of contact for Service Desk activities and provide a positive customer experience that meets or exceeds expectations.
• Contribute to continuous process improvement within the Service Desk and participate in special projects as assigned.

Requirements

• 1+ years of experience in a business, government, hospital, educational institution, or non-profit organization involving analysis, development and implementation of systems, methods and procedures, management information development, and data coordination, with familiarity with EDP applications and data processing programs.
• Meet one of the stated education/experience pathways:
  • A baccalaureate degree in a relevant field from an accredited college or university plus the required one year of experience;
  • A master's degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting, or a relevant field; or
  • A satisfactory combination of education, training, and experience.
• Ability to work independently and as part of a fast-moving team.
• Availability to work an assigned remote day shift (7am-3pm, 8am-4pm, 9am-5pm, or 10am-6pm) 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 connection.
• Ability to work at various locations and on various shifts when necessary.

Pay

W2 Hourly Rate: $30-40/hour

Schedule

• Duration: 6 Months (with potential for extension)
• Start Date: estimated - 9/15
• Location: Remote (local to NY preferred)