NYC HHC Cob000002054 Service Desk Analyst - Remote Eligible

Service Desk Analyst

Opportunity Details Full Time NYC HHC COB000002054 Service Desk Analyst New York, NY (Remote) Outcomes. Delivered. Voyatek delivers outcome-driven technology solutions to public sector agencies and higher education institutions nationwide. For example, our technology:

Facilitates access to nutritious food for children of mothers participating in the WIC program

Supports first responders in reducing opioid overdoses within their communities

Empowers colleges and universities to identify and thwart financial aid fraud

Equips teachers with valuable insights to identify students requiring additional support

Enhances efficiency for state tax agencies, leading to 99% faster return processing and quicker refunds for taxpayers

With a focus on Tax & Revenue, Health & Human Services, and Justice & Public Safety, Voyatek combines the scale to support large complex projects with the agility and accessibility of a boutique solutions provider. Together, Voyatek and its customers work to improve population wellbeing, create safer communities, and foster a thriving economy. We're more than a technology company -- we're an outcomes company.

We encourage our employees to think differently, ask tough questions, and relentlessly pursue what's best for our customers and the residents they serve. We believe that the value of technology is defined by its human impact. If you agree, you've come to the right place. Voyatek is seeking applicants to occupy the position of Service Desk Analyst within our team NYC Health and Hospitals. This contract is 3 months and subject to renewal.

Key Responsibilities:

The Service Desk Analyst EDP will serve as front-line, level 1, IT support for the NYCHHC enterprise, which includes seven hospital networks and the corporate office. Monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (I, II or III). Provide support and customer service to users, promote and/or escalate problem, incident, and request action items. Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.

General Tasks and Responsibilities Will Include:

Manage level 1 and 1 1/2 service Incidents/requests from report to resolution

Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2

Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items

Contribute to the continuous process improvement of the Service Desk Area

Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools

Receive, prioritize, document and actively resolve end user help requests

Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)

Track open tickets and monitor ticket progress per SLA, close ticket items when resolved

Follow escalation and paging procedures to ensure SLAs are being met

Provide support and services to users, seeking to resolve as many calls as possible at level 1:

Provide support for issues related to password resets, MS Office, Windows, as well as some issues

Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items

Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved

Participate in special projects as needed and perform other duties as assigned

Qualifications:

Must be able to work independently as well as work as part of a fast-moving team

Must be able to work at various locations when necessary along with working various shifts

One year of experience in business, government, hospital, educational institute or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs.

Preferred Qualifications:

Baccalaureate Degree in relevant field from an accredited college or university; and, One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs; or, A Master's Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting or relevant field from an accredited college or university; or, A satisfactory combination of education, training and experience.

The wage range for this role reflects the wide array of factors considered in compensation decisions. These factors include, but are not limited to, skill sets, experience, training, licensure and certifications, and geographic location. Compensation decisions are based on the unique facts and circumstances of each case. A reasonable estimate of the hourly range is $20.00 - $35.00.

At Voyatek, we believe in supporting our employees with a comprehensive benefits package designed to enhance their well-being and professional growth. Please note that eligibility for certain benefits may vary based on your role and employment status. Flexible Work Schedules Health, Dental, and Vision Insurance Medical, Limited, & Dependent Flexible Spending Accounts (FSA)Health Savings Account (HSA) with Employer ContributionsCompany-Paid and Voluntary Life InsuranceLong and Short-Term Disability InsuranceAccident, Critical Illness, & Hospital Indemnity Insurance401(k) Retirement Plan with Company Match and Immediate VestingWellhub Fitness and Wellness PlatformPet InsuranceTraining OpportunitiesEmployee Referral Bonus Program

We are committed to fostering a workplace that supports both your personal and professional aspirations. As part of our commitment to maintaining a compliant workplace, all final candidates will undergo and must successfully pass a pre-employment (post offer) background check. The background check may include, but is not limited to, verification of employment history, education, criminal records, and other relevant checks. Background check results will be evaluated in accordance with applicable law. For certain positions, additional client-specific background screenings may be required at the time of hire or in the future, in accordance with client requirements.

If you think you are a good fit for us, we encourage you to apply.