Service Desk Support Specialist

Overview Service Desk Support Specialist — Onsite in New York City. Full-Time, 12 months with potential for extension. Start date: July 1, 2026. Salary: $65,000 - $80,000 annually or $40-$50 per hour (W2). Our goal is to solve problems and deliver results for our clients. At Cloud and Things, you can be part of transforming the public sector’s IT environment. We aim to help government IT challenges with rewarding projects. Join a Dynamic Team as a Service Desk Support Specialist Are you passionate about delivering exceptional IT support and optimizing service delivery? Our client is seeking a dedicated Service Desk Support Specialist to join our team and help drive continuous improvement initiatives within the IT landscape. About the Role As a key member of the IT services team, the Service Desk Support Specialist will provide high-quality end-user support across multiple physical locations in New York State. This role does not involve direct supervision but requires excellent coordination skills to work with colleagues and external vendors. The position offers an exciting opportunity to contribute to ongoing process improvements while supporting a wide range of applications and hardware. Key Responsibilities Deliver timely and professional support to end users via phone, email, ticketing system, and in person. Manage and troubleshoot approved applications, including Office 365, Windows OS, Salesforce, SharePoint, Webex, Jira, and more. Assist users with booking, configuring, and launching Webinars and AV equipment. Support and maintain all computing hardware—laptops, desktops, zero/thin clients, Chromebooks, and mobile devices—ensuring proper setup, deployment, and operation. Manage virtual machine pools in collaboration with Network Operations to ensure security, updates, and availability. Handle user account management, including password resets, access, and permissions. Maintain accurate asset inventories and conduct periodic audits. Monitor and ensure proper licensing for all software. Maintain a pool of loaner devices and provide user training for their operation. Support remote sites in NYC, Buffalo, and West Valley, NY, both in person and remotely. Collaborate with vendors for service desk hardware, software, and services. Assist in identifying phishing or scam emails and coordinate appropriate actions with the ISO. Research emerging IT trends and suggest innovative solutions to enhance clients technology landscape. Perform additional duties as assigned to support organizational goals. Mandatory Requirements 3+ years’ experience supporting Windows operating systems. 3+ years’ experience with networking concepts such as IP addressing, DHCP, and DNS. 3+ years’ experience deploying, imaging, and troubleshooting hardware. Strong problem-solving and troubleshooting abilities. 1+ years’ experience with Active Directory, Microsoft Office Suite, and other desktop applications. Excellent communication skills—able to work independently and within a team. 2+ years’ experience using help desk ticketing systems. Ability to lift and move equipment weighing up to 50 pounds. 1+ years’ experience with asset management and knowledge of mobile device management (MDM). Preferred Additional Skills PowerShell or scripting language proficiency. Building and managing reports. Supporting remote users and travel assistance. Technical writing and end-user training. Experience supporting AV and Webex equipment. Educational & Experience Requirements Associate degree in Computer Science, Information Systems, or related field; or An unrelated degree plus one year of relevant IT support experience; or Three or more years of directly related work experience in lieu of degree. Why Join the Team? Engage in meaningful work supporting state-wide initiatives and infrastructure. Develop your career with opportunities for continuous learning and professional growth. Collaborate with a talented team dedicated to excellence and service. Cloud and Things complies with all applicable federal, state, and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other category protected by applicable federal, state, or local laws. #J-18808-Ljbffr Cloud and Things