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Service Desk Analyst

New York, NY, US • Posted 3 days ago • Updated 3 days 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 in New York, NY (Local only)
Duration: 6 Months (with potential for extension)
Start Date: 07/15/2026
Hourly Rate: W2 $28 - $35/hour
Application Deadline: 06/30/2026

Overview:

We are seeking a Service Desk Analyst who will support our NYS client. This role will provide front-line Level 1 and Level 1.5 IT support for the NYCHHC enterprise, including hospital networks and the corporate office. The Service Desk Analyst will monitor phone, email, and auto-triggered ticket queues, resolve end-user requests where possible, and escalate incidents in accordance with service level agreements.

Duties:

Manage Level 1 and Level 1.5 service incidents and requests from initial report through resolution.
Monitor and respond to Service Desk phone calls, email message queues, and auto-triggered request queues during the assigned tour.
Receive, prioritize, document, triage, and actively resolve end-user help requests.
Provide support for password resets, Microsoft Office, Windows, and related end-user technology issues.
Serve as a single point of contact for Service Desk problems, incidents, and request items.
Resolve as many calls as possible at Level 1 and Level 1.5, and accurately transfer or escalate issues according to SLA requirements.
Track open tickets, monitor ticket progress, and close ticket items when resolved.
Follow escalation and paging procedures to ensure service level requirements are met.
Remain current on Service Desk tools used in the Data Center, including ServiceNow and performance monitoring tools.
Contribute to continuous process improvement within the Service Desk area.
Provide a positive client experience by meeting and exceeding customer expectations.
Participate in special projects as needed and perform other duties as assigned.

Mandatory Qualifications:

1+ year of experience in a business, government, hospital, educational institution, or non-profit organization supporting systems, methods and procedures, management information development, or data coordination.
Familiarity with EDP applications and data processing programs.
Experience providing Level 1 help desk, service desk, or technical support to end users.
Ability to monitor, document, prioritize, triage, resolve, transfer, and escalate incidents and service requests in accordance with SLA requirements.
Experience supporting password resets, Microsoft Office, Windows, and common end-user technology issues.
Ability to use ticketing and Service Desk tools, including ServiceNow or similar platforms.
Strong customer service, communication, and problem-solving skills.
Must be able to work independently as well as part of a fast-moving team.
Must be able to work various shifts, holidays if necessary, and at various locations when required for a 24/7 service desk environment.

Desirable Qualifications:

Experience supporting a healthcare, hospital, public sector, or large enterprise IT environment.
Experience supporting high-volume Service Desk operations across multiple locations or business units.
Local to the New York, NY area preferred.
Experience with process improvement, SLA tracking, escalation procedures, and customer experience improvement.

Educational & Certification Requirements:

Baccalaureate Degree in a relevant field from an accredited college or university; or
Master’s Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting, or a relevant field from an accredited college or university; or
A satisfactory combination of education, training, and experience.

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: 9344
Posted 3 days ago

Contact the job poster

Dylan Carroza

Senior Technical Recruiter @ Cloud and Things

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