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 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.

Hardware & Software Management

Process, Standards & Compliance

Systems, Tools & Technology Support

QUALIFICATIONS:

Preferred:

CERTIFICATES, LICENSES, REGISTRATIONS

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

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.

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.

At the NYISO, we realize the importance of balancing the availability of remote work with the inherent value of bringing people together to attain success in the areas of maximum collaboration, relationship building and growth, teamwork, innovation and problem solving, as well as professional development and mentoring. In this role, you will be required to work onsite from our Rensselaer, NY location several days per workweek, with the option to work remotely on the remaining days. You will also be expected to respond to all business needs that may require any increase to the regular onsite requirements.

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.

Salary Range

$57,700 - $88,800 USD