Role Description Voyatek is seeking applicants to occupy the position of Service Desk Analyst within our team at NYC Health and Hospitals. This contract is 6 months and subject to renewal. The Service Desk Analyst EDP will serve as front-line, level 1, IT support for the NYCHHC enterprise, which includes seven hospital networks and the corporate office. Responsibilities include: - Monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during assigned tours. - Provide support and customer service to users, promoting and/or escalating problem, incident, and request action items. - Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations. General Tasks and Responsibilities Will Include: - Manage level 1 and 1 1/2 service incidents/requests from report to resolution. - Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2. - Provide customers with a single point of contact for Service Desk activities, for problems, incidents, and request items. - Contribute to the continuous process improvement of the Service Desk Area. - Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools. - Receive, prioritize, document, and actively resolve end-user help requests. - Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA). - Track open tickets and monitor ticket progress per SLA, close ticket items when resolved. - Follow escalation and paging procedures to ensure SLAs are being met. - Provide support for issues related to password resets, MS Office, Windows, as well as some other issues. - Provide a positive experience to clients through meeting and exceeding customer expectations. - Participate in special projects as needed and perform other duties as assigned. - Must be able to work independently as well as part of a fast-moving team. - Must be able to work at various locations when necessary along with working various shifts. This will be a remote weekend night shift (Sat 8pm-9am, Sun 7pm-8am, Mon 8pm-8am). Consultant is expected to work holidays if necessary as we are a 24/7 service desk. Candidate must have their own IT equipment (PC/Monitor or laptop, headset, home internet). Qualifications - Baccalaureate Degree in relevant field from an accredited college or university; and, - One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. - Familiarity with EDP applications and data processing programs; or, - A Master's Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting or relevant field from an accredited college or university; or, - A satisfactory combination of education, training and experience. Requirements - One year of experience in business, government, hospital, educational institute or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. - Familiarity with EDP applications and data processing programs. Benefits - Flexible Work Schedules - Health, Dental, and Vision Insurance - Medical, Limited, & Dependent Flexible Spending Accounts (FSA) - Health Savings Account (HSA) with Employer Contributions - Company-Paid and Voluntary Life Insurance - Long and Short-Term Disability Insurance - Accident, Critical Illness, & Hospital Indemnity Insurance - 401(k) Retirement Plan with Company Match and Immediate Vesting - Wellhub Fitness and Wellness Platform - Pet Insurance - Training Opportunities - Employee Referral Bonus Program

• Your primary responsibility is to competently support Fressnapf employees with IT incidents and inquiries. • Hardware and software troubleshooting • Receiving, prioritizing and handling incoming incidents and service requests (by phone or via a ticketing system). • Performing initial analyses, resolving issues, and escalating to 2nd level support when necessary. • Experience working with ticketing systems (e.g., ServiceNow, Jira, Helix, Omnitracker)

Role Description We are seeking a reliable and customer-focused Service Desk Analyst (Level 1 IT Support) to provide front-line technical support across a large enterprise environment, including multiple hospital networks and corporate operations. This role requires strong troubleshooting skills, excellent communication, and the ability to resolve technical issues efficiently in a fast-paced, remote setting. Key Responsibilities - Provide Level 1 / 1.5 IT support for incidents and service requests - Serve as the first point of contact via phone, email, and ticketing systems - Troubleshoot and resolve issues related to Windows OS, MS Office, password resets, and basic IT systems - Log, track, and manage tickets through resolution in accordance with SLAs - Escalate complex issues to higher-level support teams when necessary - Monitor and respond to auto-generated alerts and service queues - Maintain accurate documentation of incidents, requests, and resolutions - Ensure high-quality customer service and user satisfaction - Follow escalation and paging procedures to meet service level targets - Contribute to continuous process improvement initiatives - Participate in special projects and additional support tasks as needed Qualifications - Bachelor’s degree in IT, Computer Science, Business, or related field (or equivalent experience) - Minimum 1 year of experience in IT support or service desk environment - Experience supporting users in enterprise, healthcare, or corporate environments - Familiarity with EDP applications and data processing systems - Experience with ticketing tools such as ServiceNow (preferred) - Strong troubleshooting, analytical, and problem-solving skills - Excellent communication and customer service skills Technical Skills - Proficiency in Windows OS and Microsoft Office Suite - Experience with password management and user account support - Basic knowledge of IT infrastructure, networks, and applications - Ability to manage multiple tickets and priorities simultaneously Company Description

• Provide architectural leadership across multiple initiatives or domains, ensuring solutions are coherent, reusable, and aligned with enterprise direction. • Balance business outcomes, technical risk, cost, and sustainability, operating beyond individual solution delivery to shape enterprise-wide outcomes. • Focus on enterprise and portfolio-level architecture, not day-to-day solution design. • Shape architecture across multiple initiatives, products, and domains to ensure enterprise coherence. • Ensure solution designs align with enterprise standards, target architectures, and transition roadmaps. • Identify cross-domain dependencies, systemic risks, and opportunities for reuse. • Contribute to the development and continuous evolution of enterprise standards and patterns. • Maintain and curate enterprise architecture views, inventories, and roadmap inputs within the EA repository. • Identify and prioritize architectural risk and technical debt reduction opportunities across initiatives. • Act as Solution Architect on exceptionally complex or strategic initiatives where required. • Mentor and guide Solution and Lead Architects to raise architectural maturity. • Act as a trusted architectural advisor to business and technology leaders.