Job description

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 Overview: 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. Duties: • 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 escalate 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. Mandatory Qualifications: • 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. Educational & Certification Requirements: 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. What We Offer: 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. Ready to make a difference? We’re eager to connect with qualified candidates committed to delivering results and fostering excellence within client projects. 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. AI-Assisted Resume Evaluation Notice Cloud and Things – Talent Management Notice to Candidates Cloud and Things utilizes artificial intelligence (AI) tools to assist our recruiting team in evaluating candidate applications for streamlining; consistency, efficiency, and thoroughness. All hiring decisions are ultimately made by our human recruiting professionals. How AI Is Used Our AI tools assist by: Analyzing resumes against job requirements Supporting our recruiters in candidate data evaluation Ensuring consistent review standards across all applications Important: AI serves as a support tool only. As noted above, all candidate selection and hiring decisions are made by experienced human recruiters. Your unedited resume will be processed by our AI tools as part of this evaluation. Your Data and Privacy Cloud and Things Data Handling: Your information is processed securely and used exclusively for recruitment purposes Cloud and Things may store your resume in our Applicant Tracking System (ATS) indefinitely for future job matching opportunities You may opt out of long-term ATS storage by emailing your name and your request to opt out of storing your resume in the ATS to: security@cloudandthings.com All personal information is handled confidentially in accordance with our privacy policy AI Tool Data Processing: AI processing data is retained for a maximum of 90 days, after which it is deleted All data sent to AI tools is encrypted in transit and at rest AI tools comply with applicable privacy laws including GDPR and CCPA Personal data is anonymized or minimized wherever possible during AI processing Your Participation By submitting your application, you acknowledge this notice and consent to AI-assisted evaluation as part of our recruitment process. You may opt out only by choosing not to submit your resume for consideration.

Requirements

Must-haves

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
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 escalate 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.
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.
Analyzing resumes against job requirements
Supporting our recruiters in candidate data evaluation

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agileairest

Platform: bullhorn
Effort: medium

Benefits

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Pto

Professional Development