Location: New York, NY (Remote)
Duration: 6 Months (Contract)
Schedule: 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)
Work Environment: 24/7 Service Desk (holiday coverage may be required)
The Service Desk Analyst will serve as front-line, Level 1 IT support for a large enterprise environment supporting multiple healthcare facilities and a corporate office. This role provides real-time Service Desk coverage by monitoring and responding to phone calls, email queues, and automated service requests. The analyst will deliver high-quality customer service, resolve issues at first contact when possible, and escalate incidents according to established service level agreements (SLAs).
Consultant must provide their own IT equipment (PC or laptop, monitor, headset, and reliable home internet)
Ability to work independently and in a fast-paced, team-oriented environment
Flexibility to work various shifts and locations if required
Manage Level 1 and Level 1.5 incidents and service requests from intake through resolution
Serve as a single point of contact for all Service Desk-related issues
Provide first-contact resolution for common issues including:
Password resets
Microsoft Office applications
Windows OS support
Receive, prioritize, document, and resolve end-user requests
Accurately triage and escalate tickets in accordance with SLAs
Track, monitor, and close tickets within defined SLA timeframes
Follow escalation and paging procedures to ensure SLA compliance
Utilize Service Desk tools (e.g., ServiceNow and performance monitoring systems)
Participate in continuous process improvement initiatives
Support special projects and perform additional duties as assigned
Deliver a consistently positive customer experience
Meet or exceed service level expectations
Build user confidence by ensuring timely and effective resolution of issues
Provide guidance on security architecture and administration processes
Assist in security solution design during system pre-implementation phases
Identify security gaps and recommend mitigation strategies
Conduct vulnerability scans and assess security risks
Design and implement security controls based on information assurance principles
Collaborate with enterprise architecture, security engineering, and IT management teams
Stay informed on emerging threats, technologies, and regulatory requirements
Bachelor’s degree in a relevant field from an accredited institution and one year of related experience; or
Master’s degree in Management, Business Administration, Public Administration, Accounting, or a related field; or
An equivalent combination of education, training, and experience
Minimum one year of experience in a business, government, healthcare, educational, or non-profit environment
Experience in systems analysis, data coordination, or IT service support
Familiarity with EDP applications and data processing programs