Remote Service Desk Analyst – Public Sector IT

Cloud & Things Inc; New York (NY); Remote; USD 41,000 - 55,000; Part time

Benefits offered by this job

Remote work

Job summary

Cloud and Things seeks a Service Desk Analyst to provide front-line Level 1/1.5 IT support for the NYC Health + Hospitals enterprise. The role is primarily remote, with day shifts and holiday coverage as needed, supporting a 24/7 environment and monitoring queues.

You will resolve user requests, escalate as needed, document actions, and contribute to continuous improvement initiatives.

Qualifications

• Minimum one year of relevant experience in government, hospital, or similar settings.
• Experience with EDP applications and data processing programs is preferred.
• Ability to work independently and in a fast-moving team.

Responsibilities

• Manage Level 1 and Level 1.5 incidents from report to resolution.
• Monitor phone, email, and auto-triggered queues during shifts.
• Troubleshoot password resets, Office, Windows issues, and related tasks.
• Triage and escalate per SLAs and paging protocols.
• Track open tickets, monitor SLAs, close items with documentation.
• Maintain knowledge of Service Desk tools and Data Center monitoring.
• Serve as a single point of contact and deliver a positive customer experience.
• Contribute to process improvements and special projects.

Skills

Customer support

Incident management

Microsoft Office

Windows

ServiceNow

Communication

Teamwork

Education

Bachelor's degree

Master's degree

Tools

ServiceNow

Performance-monitoring tools

Job description

Cloud and Things seeks a Service Desk Analyst to provide front-line Level 1/1.5 IT support for the NYC Health + Hospitals enterprise. The role is primarily remote, with day shifts and holiday coverage as needed, supporting a 24/7 environment and monitoring queues.

You will resolve user requests, escalate as needed, document actions, and contribute to continuous improvement initiatives.