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Service Desk Analyst

New York, NY, US • Posted 2 hours ago • Updated 2 hours ago

Full Time

On-site

Depends on Experience

Fitment

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Summary

Our goal is to solve problems and deliver results for our clients. At Cloud and Things, you can be a part of transforming the public sector’s IT environment. Our team is on the forefront of helping to solve the government''s most complex IT challenges. If you are seeking a role that offers the opportunity to work on rewarding projects, consider a career with Cloud and Things. 

*This is an exempt position. Salary commensurate with experience*

Job Title: Service Desk Analyst
Location: Remote (local to NY preferred)
Duration: 6 Months (with potential for extension)
Start Date: estimated - 9/15
W2 Hourly Rate: $30-40/hour
Application Deadline: 8/19

Overview:

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.

Duties:

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.

Mandatory Qualifications:

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.

Ready to make a difference?

We’re eager to connect with qualified candidates committed to delivering results and fostering excellence within client projects.

Cloud and Things complies with all applicable federal, state, and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other category protected by applicable federal, state, or local laws.

AI-Assisted Resume Evaluation Notice
Cloud and Things – Talent Management

Notice to Candidates
Cloud and Things utilizes artificial intelligence (AI) tools to assist our recruiting team in evaluating candidate applications for streamlining; consistency, efficiency, and thoroughness. All hiring decisions are ultimately made by our human recruiting professionals.

How AI Is Used
Our AI tools assist by:

Analyzing resumes against job requirements
Supporting our recruiters in candidate data evaluation
Ensuring consistent review standards across all applications
Important: AI serves as a support tool only. As noted above, all candidate selection and hiring decisions are made by experienced human recruiters. Your unedited resume will be processed by our AI tools as part of this evaluation.

Your Data and Privacy

Cloud and Things Data Handling:

Your information is processed securely and used exclusively for recruitment purposes
Cloud and Things may store your resume in our Applicant Tracking System (ATS) indefinitely for future job matching opportunities
You may opt out of long-term ATS storage by emailing your name and your request to opt out of storing your resume in the ATS to: security@cloudandthings.com
All personal information is handled confidentially in accordance with our privacy policy

AI Tool Data Processing:

AI processing data is retained for a maximum of 90 days, after which it is deleted
All data sent to AI tools is encrypted in transit and at rest
AI tools comply with applicable privacy laws including GDPR and CCPA
Personal data is anonymized or minimized wherever possible during AI processing

Your Participation
By submitting your application, you acknowledge this notice and consent to AI-assisted evaluation as part of our recruitment process. You may opt out only by choosing not to submit your resume for consideration.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91116955
Position Id: 9416
Posted 2 hours ago

Contact the job poster

Dylan Carroza

Senior Technical Recruiter @ Cloud and Things

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