Tier 1 Help Desk Analyst

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., * 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

• 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

• 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.