Enterprise Service Desk Analyst at New York ISO

The New York Independent System Operator, or NYISO, is responsible for managing the efficient flow of electricity across more than 11,000 circuit-miles of high-voltage transmission lines. We dispatch power from hundreds of generating units throughout the state, applying advanced technology to maintain a reliable electricity system and manage competitive wholesale markets. Our Information Technology department is currently seeking a Senior Enterprise Service Desk Analyst to join our team on a full-time, hybrid basis.

Key outcomes

• Provide comprehensive Tier 1 and Tier 2 technical support for our employees and contractors through various channels, including phone, email, chat, and our ServiceNow platform.
• Manage the end-to-end lifecycle of hardware and software assets, including provisioning, imaging, and maintaining accurate inventories.
• Collaborate with internal IT teams and subject matter experts to resolve complex technical incidents and fulfill service requests.
• Develop and maintain high-quality documentation, such as knowledge base articles and FAQs, to improve operational efficiency.
• Participate in a rotating 24x7 on-call schedule to ensure continuous service availability for our critical infrastructure operations.
• Support and maintain audiovisual systems and collaboration spaces to ensure seamless meeting experiences.
• Ensure all activities remain compliant with established service level agreements and internal security policies.

Requirements

• A Bachelor’s degree in computer science or a related technical field, or an Associate’s degree combined with commensurate professional experience.
• At least three years of experience in an IT support or service desk environment, specifically with hardware such as laptops, desktops, and mobile devices.
• Proven proficiency with IT Service Management practices and ticketing platforms, with a strong preference for ServiceNow.
• Strong analytical and troubleshooting skills, paired with the ability to communicate technical concepts clearly to a variety of users.
• A commitment to excellent customer service and the ability to work effectively in a hybrid, collaborative environment.
• English language proficiency.

Preferred qualifications

• Relevant industry certifications such as CompTIA A+, Network+, or ITIL Foundation.
• Experience with device imaging and deployment tools.
• Familiarity with cloud services, including Microsoft Azure and various SaaS platforms.
• Technical knowledge of audiovisual and video conferencing systems.
• Background in hardware and software asset lifecycle management.

Compensation

The salary range for this position is $58,000 to $89,000 USD. We are committed to supporting our employees through a comprehensive benefits package, which includes paid time off and the flexibility of a hybrid work arrangement.

How to apply

If you are interested in contributing to the future of New York's energy infrastructure, we invite you to submit your application for our review. We look forward to learning more about your experience and how you can support our mission.