Service Desk Analyst

Title: Service Desk Analyst

Location: New York, NY (Onsite)

Duration: 12 months contract

Note: This position requires onsite work with travel (<25%)

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About Cogent Infote

chAt Cogent Infotech, we believe in creating opportunities that empower individuals and transform organizations. With over 23 years of excellence in consulting and talent solutions, we pride ourselves on building inclusive workplaces and driving innovation in everything we do. Our diverse teams bring unique perspectives to help deliver cutting-edge solutions to global clients across both public and private sector

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Position Summ

aryThis position does not provide direct supervision of employees. This position must coordinate well with colleagues at all levels within, and with those in similar positions at other agencies/authoriti

es.The Service Desk contractor will be a member of a team responsible for the organization’s service desk and is responsible for delivering exceptional service and consultation to a wide variety of users across four physical locations as well as working on Continuous Process Improvement initiatives for the service desk and IT as a who

le.The successful candidate will have a proven track record of service and support to a wide range of users across multiple locations remotely and in person as well as experience managing systems and servers related to end-user support. Occasional travel within NYS is requir

ed.
Key Responsibili

• tiesSupport end users via telephone, email, ticketing system and in-pe
• rsonSupport approved applications including but not limited to Office 365, Windows, Salesforce, SharePoint, Webex, Jira, and ot
• hersAssist users with booking, setting up, configuring and launching Webi
• narsAssist users with A/V equipment and issues in the conference r
• oomsConfigure, deploy and support all computing hardware in use including laptops, desktops, zero and thin clients, Chromebooks, Mobile Devices and be knowledgeable in their use and supp
• ort.Support the virtual machine pools in use, working with Network Operations to ensure that that all pools are updated, secure and operable for u
• sersSupport all aspects of user account management including, but not limited to, password resets, access, and permissi
• ons.Maintain an up-to-date asset inventory and conduct regular rotating audits of equipm
• ent.Insure that the licenses needed to operate its approved software and coordinate with management to procure more when necess
• ary.Maintain an up-to-date pool of loaner computing devices for the Authority’s use and train users in their booking and operat
• ion.Train end users in the correct, safe, and efficient operation of all supported devices, equipment, software, and servi
• ces.Configure, maintain, and support all supported Mobile Devi
• ces.Be the Primary and Secondary Point of Contact with vendors for supported Service Desk hardware and services such as, but not limited to Webex, Mobile Phones, A/V equipment, PC Hardware, and Service Desk Software Servi
• ces.Maintain a supply of configured, updated computing hardware and accessories on hand for new hires and break/
• fix.Be responsible for moving and setting up hardware for new hires and employee m
• ovesExamine forwarded emails for signs of Phishing or Scams and forward to the ISO for recording and action if necess
• ary.Support remote sites in NYC, Buffalo and West Valley New York in person and via remote m
• eansResearch new and developing trends in Information Technology and how they can be applied to further the Authority’s goals and vi
• sionPerform other responsibilities as assig

ned.
Required Sk

• ills:An associate degree in computer science, information systems, or a related
• area.An unrelated degree plus one year of directly related work experience as noted a
• bove.3 years of relevant experience in lieu of a de
• gree.Knowledge supporting the Windows operating s
• ystemWorking knowledge of IP addressing, DHCP, DNS and other core networking con
• ceptsComputing hardware deployment and im
• agingStrong troubleshooting s
• killsA working knowledge of Active Directory su
• pportMicrosoft Office and other common desktop applica
• tionsAbility to work within a team as well as independ
• entlyGood communication s
• killsExperience with a help desk ticketing s
• ystemAbility to lift 50 pounds to desk h
• eightExperience with asset manag
• ementExperience with mobile device manag

ement
Preferred S

• kills:PowerShell or other scripting lan
• guagesBuilding and managing r
• eportsExperience supporting users while traveling or away from common equ
• ipmentEnd user training expe
• rienceTechnical writing expe

rience
Equal Opportunity & Inclusion St

atementCogent Infotech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels welcome and valued. We encourage applications from individuals of all backgrounds, identities, abilities, and experiences. If you’re excited about this role but don’t meet every requirement, we still encourage you t

o apply
Application

ProcessPlease submit your resume and a short cover letter through our online portal. Our process includes an initial resume review, a virtual interview, and a short technical assessment. If you need accommodations, feel free to inform us—we are happy to

assist

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Join UsAt Cogent Infotech, your ideas matter. Join a purpose-driven organization that celebrates diversity, encourages collaboration, and invests in you