New York ISO

Enterprise Service Desk Analyst

Join New York ISO as an Enterprise Service Desk Analyst in Rensselaer, NY. Leverage ServiceNow for IT support, incident resolution, and customer service. Benefits include flexible work and competitive salaries.

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Direct Hire
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Mid-Level
ServiceNow Role Type:
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Support Specialist
ServiceNow Modules:
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IT Service Management
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Service Catalog
ServiceNow Certifications (nice to have):
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Certified Implementation Specialist - IT Service Management

Job description

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Posted on:
 
May 13, 2025

The Enterprise Service Desk Analyst plays a critical role in delivering front-line IT support to NYISO employees and contractors. The position is responsible for logging, triaging, and resolving incidents and service requests submitted through various channels. The analyst will provide technical troubleshooting, diagnostics, and service fulfillment, while coordinating escalations to appropriate support teams when necessary.

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
  • 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

Benefits

  • Comprehensive benefits package
  • Innovative reward programs
  • Flexible work environment allowing for both in-office and remote work
  • Competitive salaries

Requirements Summary

Bachelor's degree in computer science or related field and 3+ years of experience in IT support or service desk environment