Service Desk Analyst

HASI•New York, NY

1d•$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.