Service Desk Analyst

HASI • New York, NY

14d • $70,000 - $85,000

About The Position

The Service Desk Analyst serves as the initial point of contact for IT and customer support, ensuring proper operation of workstations, endpoints, and critical audio/visual (A/V) systems—including Crestron, Poly, Zoom, and Microsoft Teams room technologies. They address a wide variety of IT needs, including live meeting and special event support, while managing vendor relationships and ensuring accountability. The successful candidate excels in a fast-paced environment, thinks creatively under pressure, and consistently delivers technology workarounds to solve problems on the spot.

Requirements

• 4+ years of hands-on experience supporting, configuring, and troubleshooting Crestron, Poly, Zoom Rooms, and Microsoft Teams Rooms technologies.
• Proven success working with AV integrators and technology vendors—setting expectations, managing deliverables, and ensuring accountability.
• Able to deliver timely solutions and creative workarounds under pressure while managing competing priorities in a dynamic workplace.
• 4+ years track record in computer hardware, professional Windows environments, remote support tools, and device management.
• Familiarity with Microsoft 365 (Outlook, Teams) and collaboration platforms.
• Strong customer service orientation, including supporting VIPs and live events.
• Effective communicator with users and vendors; able to prepare training materials and clear documentation.
• 4+ years of experience with ticketing systems and asset management.
• Good understanding of networking and AV platform architecture.

Nice To Haves

• Certifications such as CompTIA A+, Network+, manufacturer certifications (Crestron, Poly, Zoom, Teams) preferred.

Responsibilities

• Deliver prompt onsite and remote support for IT and AV systems (Crestron, Poly, Zoom Rooms, MS Teams Rooms), including executive and live event assistance.
• Troubleshoot issues across computer hardware, software, networks, and meeting room technology; provide workarounds and resolve problems efficiently, especially during high-stakes scenarios.
• Set up, configure, and maintain IT and AV equipment; ensure meeting spaces operate smoothly and equipment is ready and functional.
• Train users and prepare clear documentation for operating AV technologies and workplace collaboration tools.
• Manage onboarding/offboarding, including device setup and user account creation.
• Maintain accurate asset inventories and ensure IT and AV systems are kept up-to-date.
• Lead coordination with AV integrators and vendors—monitor their work, enforce accountability, and escalate concerns as needed.
• Collaborate with IT, facilities, and third-party partners for installations, upgrades, and technology enhancements.
• Adapt quickly to shifting priorities in a fast-paced environment; respond rapidly to time-sensitive support needs.
• Maintain all ticketing and documentation related to IT, AV systems, and vendor engagements.
• Assist with implementation and maintenance of network and AV infrastructure.
• Other duties as assigned.

Benefits

• annual bonus program
• 401(k) with company match
• an equity incentive program
• comprehensive medical, dental and vision benefits
• paid time off for vacation, holidays, and sick days

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees