Service Desk Analyst

Summary

Join the New York Independent System Operator (NYISO) as an Enterprise Service Desk Analyst and provide front-line IT support to NYISO employees and contractors. This critical role involves technical troubleshooting, diagnostics, and service fulfillment, acting as the primary point of contact for technical assistance. Responsibilities include managing end-user devices, software installations, hardware and software assets, and account access requests. You will also develop and maintain end-user documentation and participate in a rotating on-call support schedule. The position requires a Bachelor's degree (or Associate's degree with experience) and at least three years of experience in IT support. The NYISO offers a competitive salary, comprehensive benefits, and a flexible work arrangement.

Requirements

• Bachelor’s degree in computer science or related technical field
• Minimum of three years of experience in an IT support or service desk environment, providing Tier 1 and/or Tier 2 technical support, user hardware such as laptops, desktops, mobile devices, and peripherals
• Proven experience with IT Service Management (ITSM) practices and ticketing platforms, preferably ServiceNow
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve a wide range of technical issues
• Excellent interpersonal, verbal, and written communication skills, with a strong customer service focus
• Proven ability to document technical procedures and contribute to internal and end-user knowledge bases

Responsibilities

• Provide Tier 1 and Tier 2 support for internal users via phone, email, chat, in-person, and through the ServiceNow Service Catalog. Support includes basic software/hardware troubleshooting, request fulfillment, and minor upgrades
• Collaborate on Tier 2 and Tier 3 incidents by researching and resolving complex issues in partnership with Subject Matter Experts (SMEs) and internal IT teams
• Accurately log, triage, and prioritize incidents and service requests in ServiceNow, ensuring data quality and consistent workflow execution
• Deliver after-hours support on a rotating basis, both remotely and on-site, as operational needs require
• Troubleshoot and support business-critical applications, endpoint devices, mobile technologies, and remote access tools
• Configure, deploy, and support corporate endpoint devices including laptops, desktops, mobile phones, tablets, and remote access tokens
• Build, maintain, and deploy standardized laptop images to ensure consistent end-user experience
• Maintain accurate hardware and software inventories using ServiceNow’s Hardware Asset Management (HAM) and Software Asset Management (SAM) modules
• Perform asset lifecycle activities including provisioning, tracking, auditing, and retirement
• Ensure all deployed hardware/software aligns with approved standards and documented inventory
• Adhere to established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), as tracked in ServiceNow. Proactively escalate issues that exceed defined Service Level Objectives (SLOs)
• Stay current with all documented Service Desk procedures and standards and contribute to continuous service improvement initiatives
• Respond to audit and compliance inquiries, leveraging asset data and ticketing history from ServiceNow
• Participate in the review and testing of vulnerability patches for relevance, stability, and compliance with NYISO policies
• Assist in the development, enhancement, and maintenance of digital workflows using ServiceNow’s Flow Designer and related tools
• Support and maintain audiovisual (A/V) systems across meeting rooms and collaboration spaces
• Research, evaluate, and recommend emerging technologies to improve Service Desk capabilities and enhance the end-user support experience

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, or ITIL Foundation
• Experience with device imaging and deployment tools
• Familiarity with supporting cloud services, including Microsoft Azure and SaaS platforms
• Knowledge of audiovisual systems and video conferencing technologies
• Background in hardware/software asset management and lifecycle tracking

Benefits

• The NYISO offers the flexibility to work both in the office and remotely, providing our employees with an enhanced work life balance
• In addition to competitive salaries, we offer a comprehensive benefits package and innovative reward programs