Service Desk Analyst - SDA 26-00468

Job Description

Job DescriptionJob Title: Service Desk AnalystLocation: Remote (New York State)Duration: 5-Month ContractSchedule: Day Shift (7:00 AM–3:00 PM / 8:00 AM–4:00 PM / 9:00 AM–5:00 PM / 10:00 AM–6:00 PM)

Holiday coverage may be required due to 24/7 service desk operations.

Position Summary

The Service Desk Analyst will provide front-line, Level 1 IT support for a large enterprise environment that includes multiple healthcare networks and a corporate office. This role serves as the primary point of contact for IT issues, requests, and incidents, delivering high-quality customer service while ensuring adherence to service level agreements (SLAs).

The analyst will monitor and respond to service desk phone calls, email queues, and automated ticketing systems, resolving issues where possible and escalating appropriately when necessary.

Key ResponsibilitiesService Desk Support

• Provide Level 1 and Level 1.5 support for IT incidents and service requests from intake through resolution

• Serve as the single point of contact for end users regarding IT problems, incidents, and service requests

• Monitor and manage incoming requests via phone, email, and automated ticketing systems

• Perform accurate triage and escalation in accordance with established SLAs and procedures

Technical Support

• Support common end-user issues including:

  • Password resets

  • Microsoft Office applications

  • Windows operating system issues

• Utilize service desk tools (e.g., ServiceNow and performance monitoring tools) to document, track, and resolve tickets

• Track open tickets, monitor progress, and ensure timely closure per SLA requirements

Customer Service & Operations

• Deliver a positive end-user experience by meeting or exceeding customer expectations

• Follow escalation and paging procedures to ensure SLAs are consistently met

• Remain current on service desk tools, processes, and technologies

• Contribute to continuous process improvement initiatives within the Service Desk

Collaboration & Special Projects

• Work independently as well as collaboratively within a fast-paced team environment

• Participate in special projects and perform additional duties as assigned

• Maintain flexibility to work various shifts or locations if required

Remote Work Requirements

• Consultant must provide their own IT equipment, including:

  • PC or laptop

  • Monitor

  • Headset

  • Reliable home internet connection

Education & Experience RequirementsEducation

• Bachelor’s degree in a relevant field from an accredited institution; or

• Master’s degree in Management, Business Administration, Hospital Administration, Public Administration, Accounting, or a related field; or

• A satisfactory combination of education, training, and experience

Experience

• Minimum of 1 year of experience in a business, government, healthcare, educational, or non-profit environment involving:

  • Systems analysis or support

  • Methods and procedures implementation

  • Management information systems or data coordination

• Familiarity with EDP applications and data processing programs

Preferred Skills

• Strong customer service and communication skills

• Ability to prioritize and manage multiple tasks effectively

• Experience working in a 24/7 service desk or healthcare IT environment

• Familiarity with ITSM tools and ticketing systems