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 Support Specialist
Location: New York City (Onsite)
Employment Type: Full-Time
Duration: 12 Months (with potential for extension)
Start Date: July 1, 2026
Salary Range: $65,000 - $80,000 annually | $40-$50 per hour (W2)
Application Deadline: June 9, 2026
Join a Dynamic Team as a Service Desk Support Specialist!
Are you passionate about delivering exceptional IT support and optimizing service delivery? Do you thrive in a collaborative environment and enjoy enhancing user experiences across diverse locations? Our client is seeking a dedicated Service Desk Support Specialist to join our team and help drive continuous improvement initiatives within the IT landscape.
About the Role
As a key member of IT services team, the Service Desk Support Specialist will provide high-quality end-user support across multiple physical locations in New York State. This role does not involve direct supervision but requires excellent coordination skills to work seamlessly with colleagues and external vendors. The position offers an exciting opportunity to contribute to ongoing process improvements while supporting a wide range of applications and hardware.
Key Responsibilities:
- Deliver timely and professional support to end users via phone, email, ticketing system, and in person.
- Manage and troubleshoot approved applications, including Office 365, Windows OS, Salesforce, SharePoint, Webex, Jira, and more.
- Assist users with booking, configuring, and launching Webinars and AV equipment.
- Support and maintain all computing hardware—laptops, desktops, zero/thin clients, Chromebooks, and mobile devices—ensuring proper setup, deployment, and operation.
- Manage virtual machine pools in collaboration with Network Operations to ensure security, updates, and availability.
- Handle user account management, including password resets, access, and permissions.
- Maintain accurate asset inventories and conduct periodic audits.
- Monitor and ensure proper licensing for all software.
- Maintain a pool of loaner devices and provide user training for their operation.
- Support remote sites in NYC, Buffalo, and West Valley, NY, both in person and remotely.
- Collaborate with vendors for service desk hardware, software, and services.
- Assist in identifying phishing or scam emails and coordinate appropriate actions with the ISO.
- Research emerging IT trends and suggest innovative solutions to enhance clients technology landscape.
- Perform additional duties as assigned to support organizational goals.
Mandatory Requirements:
- 3+ years’ experience supporting Windows operating systems.
- 3+ years’ experience networking concepts such as IP addressing, DHCP, and DNS.
- 3+ years’ experience deploying, imaging, and troubleshooting hardware.
- Strong problem-solving and troubleshooting abilities.
- 1+ years’ experience with Active Directory, Microsoft Office Suite, and other desktop applications.
- Excellent communication skills—able to work both independently and within a team.
- 2+ years’ experience using help desk ticketing systems.
- Ability to lift and move equipment weighing up to 50 pounds.
- 1+ years’ experience Asset management experience and knowledge of mobile device management (MDM).
Preferred Additional Skills:
- PowerShell or scripting language proficiency.
- Building and managing reports.
- Supporting remote users and travel assistance.
- Technical writing and end-user training.
- Experience supporting AV and Webex equipment.
Educational & Experience Requirements
- Associate degree in Computer Science, Information Systems, or related field; or
- An unrelated degree plus one year of relevant IT support experience; or
- Three or more years of directly related work experience in lieu of degree.
Why Join the team?
- Engage in meaningful work supporting state-wide initiatives and infrastructure.
- Develop your career with opportunities for continuous learning and professional growth.
- Collaborate with a talented team dedicated to excellence and service.
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. 
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