Systems Analyst, Service Desk

Empire State Realty Trust•New York, NY

24d•$90,000 - $100,000•Onsite

About The Position

The Systems Analyst, Service Desk delivers high-quality Windows administration and end-user support, and provides timely, accurate, and customer-focused frontline IT services across ESRT and the Empire State Building Observatory (ESBO). This individual supports users, both on-site and remotely, across corporate offices, building operations, and guest-facing environments. The role requires consistent adherence to established SLAs, including timely response, clear communication, appropriate escalation, and effective resolution. This position includes cross-training in Audio Visual (AV) support at the Empire State Building Observatory to broaden on-site support coverage and collaboration. This onsite role occasionally requires availability during evenings, weekends, and holidays and includes participation in after-hours and weekend on-call support to ensure smooth business operations and a timely response to urgent or emergency needs.

Requirements

In-depth understanding of information systems technology including Windows OS, PC hardware, Microsoft 365, and common enterprise applications
Working knowledge of Windows administration fundamentals (imaging, patching, software deployments) and endpoint management tools such as Intune, PDQ Deploy/Inventory, and Qualys
Proficiency supporting identity and access services (Active Directory, account lifecycle, group memberships, and access controls), secure remote/web access solutions, and basic networking concepts
Strong hands-on support skills across collaboration tools, conference room technology, printers, peripherals, mobile devices, and general workplace technology troubleshooting
Experience with ticketing and case management platforms such as Salesforce, disciplined ticket updates, knowledge article development, SOP documentation, and strong incident ownership
Strong technical aptitude, analytical troubleshooting skills, and ability to resolve issues independently while accurately escalating complex problems to specialized teams when required
Outstanding communication, customer service, and stakeholder management skills, including executive support, high-visibility incident response, and regular user updates
Ability to manage stressful situations calmly, prioritize effectively, maintain accurate documentation, and make quick, clear decisions while consistently working within SLA, change management, and security expectations
Bachelorâs degree in Computer Science, Engineering, Information Systems, or related field preferred
2+ years in an IT service desk, help desk, or end-user support environment preferred, including front-line support; Windows administration fundamentals (imaging, patching, and user/account support); and experience with collaboration tools, conference room technology, and endpoint/device support

Nice To Haves

Experience supporting high-availability, customer-facing environments (e.g., attractions, retail, hospitality, or similar) and working in partnership with operations teams is a plus
Certifications a plus: A+, Network+, Security+, ITIL, Microsoft, or related endpoint/support certifications
New graduate candidates with relevant internships, campus IT/help desk experience, strong customer service skills, or equivalent hands-on technical training will also be considered

Responsibilities

Provide on-site and remote technology support for ESRT, ESBO, and building staff (Property Management Office, Building Engineers, Maintenance, Security, and Front Desk) while meeting established SLA response, update, escalation, and resolution expectations
Deliver white-glove, executive-level support for ESRT and ESBO senior leadership, including rapid response for high-visibility incidents and critical support needs
Support workplace technology in conference rooms, offices, and shared spaces, including conferencing PCs, displays, docking stations, printers, peripherals, Teams/Zoom meetings, room readiness, and related end-user equipment.
Support core endpoint and network-connected services and collaborate with IT/network teams to resolve connectivity, authentication, device performance, and secure web access issues (e.g., Zscaler)
Support and maintain ESBO operations technology (e.g., turnstiles, kiosks, ticketing/POS (POST), timeclocks, ticket booths/printers, and other end-user systems); partner with Operations, POS Ticketing (POST), vendors, security, and specialized teams as needed to restore service quickly and safely
Perform daily system monitoring, proactive health checks, and preventive maintenance to verify the integrity and availability of endpoints, workplace technology, and supporting services
Administer and support end-user computing services including Windows 11 (imaging, patching, deployments), Microsoft 365, Adobe, remote access, and endpoint management platforms such as Intune, PDQ Deploy/Inventory, and Qualys to maintain device compliance and remediate vulnerabilities
Administer Microsoft Active Directory and related identity services, including user/group management, account provisioning and deprovisioning, password resets, group memberships, access controls, and onboarding/offboarding support for employees and contractors
Manage and support mobile devices (Windows/Android/iOS), including installation, troubleshooting, and asset lifecycle coordination
Maintain accurate ticket documentation in the helpdesk/ticketing system (including Salesforce), track workstreams and projects in Monday.com, provide regular status updates, escalate appropriately, and ensure all activity aligns with SLA and change management requirements
Work with third-party vendors, service providers, and internal stakeholders to plan, deploy, and support new or updated hardware and software, device refreshes, building technology systems, telecommunications infrastructure, and conference room technology where applicable
Maintain accurate IT asset inventory and configuration documentation; develop and maintain SOPs, runbooks, and knowledge articles; provide end-user guidance and training; and support post-incident reviews to reduce repeat issues.
Incorporate cybersecurity best practices into all IT work and uphold PCI and SOX compliance requirements for the Observatory
Continuously identify opportunities to improve workflows and service delivery, support IT projects and cross-functional initiatives as assigned, and maintain excellent customer service
Cross training for Audio Visual (AV) support at the Empire State Building Observatory, including AV troubleshooting, room readiness, adjacent guest-facing technologies, and backup support during peak periods or critical incidents to broaden on-site coverage and collaboration across Service Desk, Operations, and AV support partners