Service Desk Opportunities (All Levels)

NYSTEC is a nonprofit technology consulting company that has been advising various organizations since 1996. They are seeking service desk professionals who will serve as the primary resource for IT support, troubleshoot technical issues, manage service requests, and contribute to continuous service improvement. The role offers flexibility for remote work while requiring a regular onsite presence at their Albany or Rome, NY offices.ResponsibilitiesRespond to user inquiries and technical issues via phone, email, chat, or NYSTEC’s internal ticketing systemDiagnose and resolve hardware, software, network, and end-user issues, providing clear, step-by-step guidance and leveraging remote support tools as neededManage user accounts, access permissions, and licensing, including onboarding and offboarding activitiesProcess requests for new software, system access, and other IT-related services in a timely mannerEscalate complex or unresolved issues to higher-level IT support or specialized teams as appropriateMaintain accurate documentation of support interactions and contribute to internal knowledge base articlesTrack, prioritize, and resolve help desk tickets in alignment with service expectationsMaintain inventory and asset management records for devices, hardware, and softwareCollaborate with Corporate Information Security (CIS), Business Information Systems (BIS), and the IT Project Management Office (PMO) to support a secure and modern workplace strategyContribute to service reporting, performance metrics, process improvements, and, as applicable, team mentorship and operational coordinationSkillsExperience in a service desk, IT support, or help desk environment (commensurate with role level)Strong understanding of computer hardware, software, networks, and operating systemsAbility to troubleshoot technical issues and provide clear, step-by-step user guidanceExcellent communication and customer service skills, with patience and professionalism in supporting end usersStrong documentation, organizational, and critical thinking skillsProficiency with Microsoft applications (e.g., Azure, Project, PowerPoint, Word, Excel, Outlook, Visio, SharePoint) or equivalentAssociate degree in IT or a related field and relevant IT support experienceAn equivalent combination of advanced education, training, and experience will be consideredKnowledge of IT service management (ITSM) best practices or ITIL principlesCompTIA A+, Microsoft 365 Fundamentals, ITIL Foundation, or similar certifications (or ability to obtain)Experience with ticketing systems and service reporting toolsExperience mentoring team members or supporting service desk operationsCompany OverviewFor more than 30 years, NYSTEC has provided independent advisory services to our government partners. It was founded in 1996, and is headquartered in Rome, New York, USA, with a workforce of 201-500 employees. Its website is https://www.nystec.com.



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