Cloud and Things
Cloud and Things

Junior Service Desk Analyst

New York, NY, US • Posted 1 hour ago • Updated 1 hour ago
Full Time
On-site
Depends on Experience
Fitment

Dice Job Match Score™

⭐ Evaluating experience...

Job Details

Skills

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:  Junior Service Desk Analyst
Location:  New York, NY (Remote; up to 20% onsite)
Duration:  6 Months (with potential for extension)
Start Date:  estimated - 9/15/2026
W2 Hourly Rate:  $25-34/hour
Application Deadline:  8/19/2026


Overview:

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.



Duties:
  • 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.

Mandatory Qualifications:
  • 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.


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


Educational & Certification Requirements:
  • 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.


  • What We Offer:
  • 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.

  • 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: 9415
  • Posted 1 hour ago
Contact the job poster
Dylan Carroza

Dylan Carroza

Senior Technical Recruiter @ Cloud and Things
View Profile
Create job alert
Set job alertNever miss an opportunity! Create an alert based on the job you applied for.

Similar Jobs

Jr. Service Desk Analyst

Remote or New York, New York

•

Today

Contract

USD23 - USD27

Junior Service Desk Analyst

New York, New York

•

Today

Contract

$27 - $28 hourly

Jr. Service Desk Analyst

Remote

•

Today

Easy Apply

Contract

Depends on Experience

Service Desk Analyst

New York, New York

•

Today

Easy Apply

Full-time

Depends on Experience

Search all similar jobs
More jobs at Cloud and Things in New York, NY