Enterprise Service Desk Analyst

The New York Independent System Operator (NYISO) manages the efficient flow of electricity on more than 11,000 circuit-miles of high-voltage transmission lines, dispatching power from hundreds of generating units across the state.
The Enterprise Service Desk Analyst provides IT service support as the primary point of contact for NYISO employees and contractors working in on-site and remote office locations. This individual logs and prioritizes IT service requests and incidents reported in person at the Enterprise Service Desk, through voice, email, or chat communications, and via NYISO's ITSM Service Catalog. The Enterprise Service Desk Analyst also performs technical troubleshooting, advanced diagnostics, workarounds, and service fulfillment as part of a Tier 1 or Tier 2 IT support team, creates and maintains help articles, FAQs, and support information in an employee accessible Knowledgebase and provides 24x7 on-call support on a rotational basis. Responsibilities include, but are not limited to, end-user device provisioning and support (laptops, desktops, mobile devices, and tablets), software installations and upgrades, software and hardware asset management, account and access request fulfillment, cloud service support, and end- user training.
ESSENTIAL DUTIES and RESPONSIBILITIES

• Provide Tier 1 technical support for internal customers reported in person, over the phone, through email or chat, or in NYISO's ITSM Service Catalog. Tier 1 support includes basic resolution of software and hardware problems, request fulfillment, known issue identification and remediation, and minor upgrades.
• Provide Tier 2 and 3 technical support such as working to resolve problems through research and collaboration with other NYISO
• Triage customer requests and accurately log and prioritize all support activity and requests into the ITSM
• Provide support through escalation to other departments and Subject Matter Experts (SMEs).
• Maintain hardware/software inventories, including physical inventories as well as documented lists of approved software and
• Respond to audit inquiries, as
• Adhere to IT Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Remain current on all IT Service Desk processes, procedures and standards and identify continuous service improvement
• Escalate open problems that exceed Service Level Objectives (SLOs).
• Deploy, support and troubleshoot client side and internal department
• Research, review and test vulnerability patching for relevance, stability and supportability, per NYISO business requirements, policies and
• Procure, provision, secure, deploy and retire all corporate end point devices. Build and maintain process, procedures and technology for rapid and consistent deployment of end point
• Deploy mobile and other end point devices, including cell phones, tablets and remote access tokens.
• Demonstrate and provide guidance to other Service Desk representatives as it applies to mastery of tools and methods when supporting the
• Provide after-hours support, both remote and on-site as needed, through on call
• Leveraging their broad and deep technology experience -research, evaluate and incorporate new technology and tools to enhance the Service Desk's ability to support the end user's evolving requirements.
• Represent the Service desk for projects with minimal supervision which includes but is not limited to understanding requirements, proposing solutions and/or assisting with
• Act as department liaison for committees, meetings, and
• Coach and mentor Associate Analysts on administrative and technical
• Develop digital workflows on ServiceNow platform.
• Create and manage laptop images.
• Perform software and hardware asset management functions.
• Build and maintain A/V systems.

QUALIFICATIONS:

• Bachelor's Degree in computer science or related technical field.
• At least three years' experience as a Service Desk Representative or PC Technician on any related operating system; understand and be able to apply fundamental Service Desk tools.
• Demonstrated skills in networking technologies, IT security, Microsoft Windows for desktops installation and troubleshooting preferred.

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

• Advanced knowledge of Microsoft Windows Operating System and common PC productivity and business software (Microsoft Office, Outlook, Adobe Acrobat, web browsers, ..)
• Ability to troubleshoot and manage end-user hardware, including Windows PCs, MacBook, iOS tablets and cell phones, and Android
• Ability to articulate technical issues and concepts to a broad customer base, including senior management and non-technical
• Knowledge of Group Policy, Active Directory, and other tools used to secure end-user devices
• Basic understanding of scripting, endpoint management tools, and mobile device management platforms used to provision and support end-user devices.
• Basic understanding of Microsoft 365 and Azure cloud
• Basic understanding of ServiceNow and the ability to manage Service Catalog items and Knowledgebases
• Basic understanding of IT infrastructure technologies, including Linux, UNIX, middleware platforms, and enterprise database systems

PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit and use hands to perform routine office tasks. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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 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.
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.
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.
Salary Range
$60,200 - $92,900 USD