Tier 1 Help Desk Analyst

Tier 1 Help Desk Analyst
Location: Onsite (Capital Region, NY) | Potential for hybrid flexibility after training
Pay: $23–27/hr.  
Duration: ASAP, through the end of 2026
Hours: M-F, 7:30am-4:30pm

Join a mission-driven, statewide nonprofit organization that plays a critical role in keeping essential infrastructure running smoothly across New York. This is a unique opportunity to support a highly visible IT environment that operates 24/7 and collaborates closely with technical and engineering teams.

We’re seeking a Tier 1 Service Desk Analyst to serve as the front-line point of contact for IT support. This is a true triage-focused role—ideal for someone who enjoys problem-solving, staying organized in a fast-paced environment, and acting as the “face” of IT for internal users. 

This team is looking to move quickly and add someone who can make an immediate impact. If you’re a reliable, detail-oriented IT professional who enjoys being the go-to resource for users, this is a great resume builder! 

What You’ll Do

• Serve as the first point of contact for IT support via tickets, email, IM, and occasional calls
• Triage incoming requests—resolve quick fixes and escalate more complex issues to Tier 2/3 teams
• Log, prioritize, and manage tickets within an ITSM tool (ServiceNow preferred)
• Troubleshoot common issues (password resets, access, hardware/software, connectivity, etc.)
• Support onboarding/offboarding activities (account setup, equipment tracking)
• Maintain accurate documentation and ensure timely ticket resolution
• Track and manage IT assets within the system
• Provide a high level of customer service in a professional, user-facing environment

What We’re Looking For

• 1–3 years of Help Desk or IT support experience
• Hands-on experience with ticketing systems (ServiceNow a plus)
• Strong troubleshooting skills and ability to resolve basic issues quickly
• Comfortable working in a fast-paced, high-volume ticket environment
• Professional, polished, and customer-focused demeanor
• No degree required—practical experience is key

What Makes This Role Stand Out

• Opportunity to support a large, complex IT environment with 600+ users
• Highly collaborative team with strong leadership and an open-door culture
• Exposure to enterprise-level systems, asset management, and IT operations
• Clear structure with defined escalation paths—great for building foundational IT experience
• Potential for hybrid flexibility (on Mondays and Fridays) after ramp-up

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.