Service Desk Analyst

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

Back Service Desk Analyst Other Area(s) New York , New York W-2 hourly Oct 15, 2026

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: New York, NY (Remote)

Duration: 6 Months,(with potential for extension)

W2 Hourly Rate: $30-$40/hour

Application Deadline: 10/19/2026

We are seeking a Service Desk Analyst who will support our NYS client. This role provides front-line Level 1 and Level 1.5 IT support for the NYC Health + Hospitals enterprise, monitoring phone, email, and automated request queues while resolving and escalating incidents and service requests in accordance with service level requirements. The position is primarily remote and supports a 24/7 service desk environment through assigned day shifts, with holiday coverage as needed.

• Manage Level 1 and Level 1.5 service incidents and requests from initial report through resolution.
• Monitor Service Desk phone, email, and auto-triggered request queues during the assigned shift and provide responsive customer support.
• Receive, prioritize, document, troubleshoot, and resolve end-user help requests, including password resets, Microsoft Office, Windows, and related issues.
• Triage and elevate incidents and requests accurately in accordance with service level agreements (SLAs), escalation procedures, and paging protocols.
• Track open tickets, monitor progress against SLAs, and close resolved ticket items with complete documentation.
• Maintain current knowledge of Service Desk tools, including ServiceNow and performance-monitoring tools used within the Data Center.
• Serve as a single point of contact for users regarding Service Desk problems, incidents, and request items while delivering a positive customer experience.
• Contribute to continuous process improvement initiatives and participate in special projects and other assigned duties.

• At least one year of experience in a business, government, hospital, educational institution, or non-profit organization involving analysis, development and implementation of systems, methods and procedures, management information development, and data coordination.
• Familiarity with EDP applications and data processing programs.
• Ability to work independently and as part of a fast-moving team.
• Ability to work assigned day shifts and holidays as necessary within a 24/7 Service Desk environment.
• Ability to work at various locations when necessary and accommodate varying shifts as required.
• Must have appropriate personal IT equipment for remote work, including a PC/monitor or laptop, headset, and reliable home internet connection.

• Baccalaureate Degree in a relevant field from an accredited college or university, together with the required one year of relevant experience; 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.

• 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.

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.