Innova Solutions
Service Desk Analyst
Position type:
Contract Duration:
12+ Months Location:
New York 10041 (Hybrid)
Description:
As a Service Desk Analyst, you will manage and resolve level 1 and 1.5 incidents and requests, answer calls, emails, and auto‑generated tickets in real time, support users with password resets, MS Office, Windows issues, etc., track and triage tickets according to SLAs using tools like ServiceNow, contribute to continuous improvement of service desk processes, ensure users have a positive, solution‑focused experience, and participate in special projects and collaborate across teams.
Responsibilities
Manage and resolve level 1 and 1.5 incidents and requests
Answer calls, emails, and auto‑generated tickets in real time
Support users with password resets, MS Office, Windows issues, etc.
Track and triage tickets according to SLAs using tools like ServiceNow
Contribute to continuous improvement of service desk processes
Ensure users have a positive, solution‑focused experience
Participate in special projects and collaborate across teams
Qualifications
Bachelor’s degree in a relevant field (or equivalent experience)
At least 1 year of experience in IT support or systems coordination
Familiarity with EDP applications and data processing systems
Strong communication, problem‑solving, and multitasking skills
Flexibility to work various shifts and locations as needed
Pay Range and Benefits Pay Range:
Between $35 per hour OR $40 per hour (based on education, experience, location, and specific duties)
Benefits:
Medical & pharmacy coverage, dental/vision insurance, 401(k), HSA, FSA, life insurance, pet insurance, short‑term and long‑term disability, accident & critical illness coverage, prepaid legal & ID theft protection, sick time and other leaves as required by law, Employee Assistance Program (EAP).
Recent Recognitions
Named One of America’s Best Employers for New Grads by Forbes (2024)
Named One of the Best Companies to Work for by U.S. News & World Report (Private Companies List, 2024-2025)
One of the Largest IT Staffing Firms in the US – Ranked #3 by Staffing Industry Analysts (SIA, 2024)
One of the Largest Staffing Firms in the US – Ranked #13 by Staffing Industry Analysts (SIA, 2024; includes Innova Solutions, Volt, & HireGenics)
Named One of the Top Ten Private Companies in Atlanta by the Atlanta Business Chronicle (2023)
One of the Largest Certified Minority Business Enterprises (MBEs) in the United States (NMSDC, 2024)
AWS Advanced Tier Services Partner with 100+ certifications
About Innova Solutions Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide. We deliver strategic technology and business transformation solutions to clients across North America, Asia, and Europe.
Equal Employment Opportunity Innova Solutions is an Equal Opportunity Employer and prohibits any unlawful discrimination and harassment. We are committed to an employment environment free of discrimination based on race, color, religion, national origin, citizenship, social or ethnic origin, sex, age, disability, veteran status, marital status, domestic partner status, sexual orientation, or any other protected status. If you need a reasonable accommodation during the application process, contact hr@innovasolutions.com or (770) 493-5588.
Referrals Innova Solutions offers a referral bonus for qualified ambassadors who successfully place referrals with our clients. Submit referrals at https://innovasolutions.workllama.com/atsuser/anonreferafriend and earn $250-$1,000 per referral.
Contact Nikita Awasthi 210-461-5250 nikita.awasthi@innovasolutions.com
Apply now for immediate consideration. We are currently interviewing to fill this position and similar roles.
#J-18808-Ljbffr
Contract Duration:
12+ Months Location:
New York 10041 (Hybrid)
Description:
As a Service Desk Analyst, you will manage and resolve level 1 and 1.5 incidents and requests, answer calls, emails, and auto‑generated tickets in real time, support users with password resets, MS Office, Windows issues, etc., track and triage tickets according to SLAs using tools like ServiceNow, contribute to continuous improvement of service desk processes, ensure users have a positive, solution‑focused experience, and participate in special projects and collaborate across teams.
Responsibilities
Manage and resolve level 1 and 1.5 incidents and requests
Answer calls, emails, and auto‑generated tickets in real time
Support users with password resets, MS Office, Windows issues, etc.
Track and triage tickets according to SLAs using tools like ServiceNow
Contribute to continuous improvement of service desk processes
Ensure users have a positive, solution‑focused experience
Participate in special projects and collaborate across teams
Qualifications
Bachelor’s degree in a relevant field (or equivalent experience)
At least 1 year of experience in IT support or systems coordination
Familiarity with EDP applications and data processing systems
Strong communication, problem‑solving, and multitasking skills
Flexibility to work various shifts and locations as needed
Pay Range and Benefits Pay Range:
Between $35 per hour OR $40 per hour (based on education, experience, location, and specific duties)
Benefits:
Medical & pharmacy coverage, dental/vision insurance, 401(k), HSA, FSA, life insurance, pet insurance, short‑term and long‑term disability, accident & critical illness coverage, prepaid legal & ID theft protection, sick time and other leaves as required by law, Employee Assistance Program (EAP).
Recent Recognitions
Named One of America’s Best Employers for New Grads by Forbes (2024)
Named One of the Best Companies to Work for by U.S. News & World Report (Private Companies List, 2024-2025)
One of the Largest IT Staffing Firms in the US – Ranked #3 by Staffing Industry Analysts (SIA, 2024)
One of the Largest Staffing Firms in the US – Ranked #13 by Staffing Industry Analysts (SIA, 2024; includes Innova Solutions, Volt, & HireGenics)
Named One of the Top Ten Private Companies in Atlanta by the Atlanta Business Chronicle (2023)
One of the Largest Certified Minority Business Enterprises (MBEs) in the United States (NMSDC, 2024)
AWS Advanced Tier Services Partner with 100+ certifications
About Innova Solutions Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide. We deliver strategic technology and business transformation solutions to clients across North America, Asia, and Europe.
Equal Employment Opportunity Innova Solutions is an Equal Opportunity Employer and prohibits any unlawful discrimination and harassment. We are committed to an employment environment free of discrimination based on race, color, religion, national origin, citizenship, social or ethnic origin, sex, age, disability, veteran status, marital status, domestic partner status, sexual orientation, or any other protected status. If you need a reasonable accommodation during the application process, contact hr@innovasolutions.com or (770) 493-5588.
Referrals Innova Solutions offers a referral bonus for qualified ambassadors who successfully place referrals with our clients. Submit referrals at https://innovasolutions.workllama.com/atsuser/anonreferafriend and earn $250-$1,000 per referral.
Contact Nikita Awasthi 210-461-5250 nikita.awasthi@innovasolutions.com
Apply now for immediate consideration. We are currently interviewing to fill this position and similar roles.
#J-18808-Ljbffr