Enterprise Service Desk Analyst

The New York Independent System Operator (NYISO) applies cutting-edge technology to operating a reliable electricity system, managing competitive markets for wholesale electricity, and planning for the Empire State's energy future. The NYISO's Information Technology department invites applications for a full-time Enterprise Service Desk Analyst to join our team.

The Enterprise Service Desk Analyst plays a critical role in delivering front-line IT support to NYISO employees and contractors operating in both on-site and remote environments. Serving as the primary point of contact for technical assistance, this position is responsible for accurately logging, triaging, and resolving incidents and service requests submitted in person, by phone, email, chat, or through the NYISO's ServiceNow IT Service Management (ITSM) platform.

As a member of the Tier 1 and Tier 2 support team, the analyst provides technical troubleshooting, diagnostics, and service fulfillment, while coordinating escalations to appropriate support teams when necessary. Core responsibilities include provisioning and maintaining end-user devices (laptops, desktops, mobile phones, tablets), performing software installations and upgrades, managing hardware and software assets, fulfilling account and access requests, supporting both cloud-based and on-premises applications, and delivering end-user training.

In addition, the analyst supports operational efficiency by developing and maintaining end-user documentation, such as knowledge base articles and FAQs, and participates in a rotating 24x7 on-call support schedule to ensure continuous service availability.

ESSENTIAL DUTIES and RESPONSIBILITIES

Technical Support & Troubleshooting

• 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.

Hardware & Software Management

• 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.

Process, Standards & Compliance

• 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.

Systems, Tools & Technology Support

• 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.

QUALIFICATIONS:

• Bachelor's degree in computer science or related technical field. Candidates with an Associate's degree or other relevant education will be considered with commensurate professional experience.
• 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.

Preferred:

• 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.

CERTIFICATES, LICENSES, REGISTRATIONS

None required. Desirable certifications include: ITIL Service Management Essentials, Microsoft Certifications (MTA, MOS, Azure, M365, Teams).

PHYSICAL DEMANDS

This position requires excellent verbal and written communication skills. While performing the duties of this role, the employee must be able to effectively communicate with others and actively engage in discussions. The role involves frequent standing, walking, sitting, and the use of hands to perform standard office functions. Occasional reaching with hands and arms is required. The employee may be required to lift or move items weighing up to 15 pounds. Reasonable accommodations will be provided to enable individuals with disabilities to perform the essential functions of the position.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate. Contact with staff and public will occur. Travel may be required to attend and/or conduct meetings, conferences and training. This position may require work on nights, weekends or holidays.

The NYISO offers the flexibility to work both in the office and remotely, providing our employees with an enhanced work life balance. While the majority of the responsibilities of this role can be performed remotely, in most cases, employees will have periodic on-site requirements based on business needs.

The NYISO takes pride in recruiting, developing and retaining highly talented individuals. In addition to competitive salaries, we offer a comprehensive benefits package and innovative reward programs.

All offers of employment will be made contingent upon the successful completion of a drug screening and background check.

The NYISO is an Equal Opportunity Employer and as such, does not discriminate in its hiring or employment practices.