IT Service Desk Analyst III
About The Position
We’re seeking a proactive, technically skilled, and customer-focused IT Service Desk Analyst to join our NYC team. This role is ideal for someone who thrives in a semi-autonomous environment and is confident taking the lead on-site. The role will require independent oversight and decision-making for day-to-day support needs in the NYC office. In collaboration with a distributed IT team and one other local support colleague. You’ll also work closely with the Office Manager to ensure seamless coordination on all local technology-related operations and employee support.
Requirements
- At least 3 years of experience in IT support or service desk roles, preferably in a mid-size or enterprise environment.
- Strong diagnostic and troubleshooting skills across hardware, operating systems (Windows/macOS), peripherals, and software.
- Self-starter with proven experience working independently in an on-site role while collaborating effectively with distributed teams.
- Strong organizational and communication skills—you know how to balance urgency with clarity and calm.
- Comfortable with supporting AV and conferencing technologies and troubleshooting live meeting issues.
- Experienced with ticketing systems such as Jira Service Management, Zendesk, or ServiceNow.
- Familiar with Office 365, Active Directory, and general IT operations in a business setting.
- A natural collaborator with the ability to form strong working relationships with cross-functional partners like Office Managers and Executives.
- High school diploma or equivalent required; relevant technical certifications (e.g., CompTIA A+, ITIL, Microsoft 365) preferred.
- Able to commute and work from our NYC office Monday through Friday
Responsibilities
- Serve as the primary on-site IT support resource for our NYC location, handling escalated support requests and technology needs with professionalism and urgency.
- Collaborate closely with the Office Manager to proactively address hardware setups, AV needs, workspace changes, and user onboarding/offboarding logistics.
- Provide in-person and remote support for Windows and macOS systems, enterprise software, network access, printers, and mobile devices.
- Manage daily support tickets, escalations, and service documentation with a focus on identifying trends and recommending solutions.
- Take ownership of AV setup and support for meetings and events (Zoom, microphones, projectors, displays), ensuring reliable performance.
- Mentor other support team members by sharing knowledge, reviewing complex tickets, and contributing to team-wide best practices.
- Participate in IT operations and process improvement initiatives, helping enhance the employee tech experience at both local and organizational levels.
- Assist in basic Office 365 and Active Directory administration, such as account provisioning, group access, and password resets.
- Act as a trusted technical advisor and problem-solver for associates, consistently delivering a positive, service-oriented experience.
Benefits
- Rue Gilt Groupe is committed to providing Associates with equal pay for equal work and carefully considers a wide range of compensation factors, including but not limited to, prior experience, education, certification(s), license(s), skills and expertise, location, internal equity, and other factors that are job related and consistent with business need.
- Depending on role eligibility, your offer may also include bonus/commission, stock options, 401(k) participation, paid time off, medical, dental, vision and basic life insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
