Service Desk Analyst

Contingent Worker Information
Position Title Service Desk Analyst
NYPA Business Unit Information Technology & Cyber Security
Experience Level 1 (1-5 years)
Work Location Niagara
Anticipated Start Date Immediate
Duration of Assignment 12 month(s)
Project/Assignment IT BAU
CWP Manager View email address on click.appcast.io
Date of Posting 06/26/2026
Due Date 07/11/2026



Work Schedule
Monday through Friday. 7.5-hour workday with .5-hour unpaid lunch. Paid for actual time worked; there are no paid vacation or sick days. During NYPA and Canals holidays, the business is closed, and no work is permitted. NYPA requires a hybrid schedule of a minimum of 3 days on-site, up to including fully on-site depending on department requirements.



CWPO Engagement Requirements
Candidates are REQUIRED to be local to Tri-State area and in W2 tax status as employee of Service Provider.
Fully remote positions are prohibited. Hybrid schedules are permissible with a minimum of 3 days on-site depending on assignment and can be fully on-site depending on business needs. Remote work privileges can be revoked at any time.
NYPA does not provide laptops. Instead, NYPA provides desktops and dedicated workstations which candidates will remote into from their personal equipment on virtual days.
If candidate does not have proper equipment, internet connection, or he/she is deemed to not work effectively from home, the hybrid privilege will be revoked.
Vendors must disclose foreign national status and all Visas at the time of candidate submission. Additionally, a Benefits Waiver and Ethics Disclosure will be required by all candidates during onboarding.



Submission Instructions
Your email submissions must contain:
The LEGAL name of candidate (no aliases, monikers, or nicknames)
Job Broadcast number in your email subject header
Visa work authorization, if applicable
For job broadcasts outside your contractual compensation schedules, use competitive rates based on local and state compensation.
NYPA CWP staff will contact you if your candidate is selected to be interviewed, which is usually via MS Teams. Please inform your candidates that an interview does not indicate acceptance of the proposed labor rates.
NYPA prohibits the use of any AI tool during interviews.
For all questions or concerns, please contact Christine Prendergast at View email address on click.appcast.io.



Project Overview
The Service Desk Analyst will field incoming help desk requests from end users via both telephone and e-mail in a courteous/professional manner. Document all pertinent end user information. Resolve computer issues on impact. Escalate calls to appropriate support groups in IT. Support the distribution of RSA Key Fobs, Iron Key Devices, assist customers scheduling video conferences, password resets, software installations, etc. during work and extended hours.



Job Functions & Responsibilities
• Field incoming help desk requests and incidents from end users via both telephone and e-mail in a courteous/professional manner
• Access the Footprints ticketing system to create or resolve tickets
• Ability to RDP into a machine to fix an issue
• Preform password resets
• Resolve any VPN access issues
• Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications
• Ability to resolve computer issues (connectivity, performance), laptop issues (connectivity, performance) and printer problems (local, network)



Skills
• Minimum 4 years prior demonstrated experience
• Remote phone support
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Ability to absorb and retain information quickly
• Ability work independently with minimal supervision
• Sitting for extended periods of time
• General Troubleshooting skills with various hardware (Laptops, iPads, Tablets, iPhones, Desktops, Printers)
Software application required to support
• Windows 10
• MS Office (versions 2016/O365)
• MS Outlook (versions 2013/16/ O365)
• Intune & Webmail
• Cisco Jabber / Meeting Place
• Active Directory / Active Roles / Quest Password Manager
• SAP & Maximo - password unlock / resets
• Enterprise\departmental applications specific to NYPA
• Periodically support other IT Groups as needed



Education & Certifications
• Associate degree in Information Systems; 4 year college degree is preferred.