Service Desk & AV Support Intern

Esrtreit; New York (NY); On-site; USD 25,000 - 39,000; Part time

Benefits offered by this job

Generous paid time off

Flex Summer Fridays

Employee engagement programs

Volunteer time off

Continuing education

Complimentary Empire State Building Ob

Complimentary gym membership

Employee Discount Programs

Job summary

Empire State Realty Trust seeks a Service Desk & AV Support Intern to gain hands-on experience across front-line IT service desk support and audiovisual systems at the Empire State Building Observatory (ESBO) and portfolio spaces.

You will assist with end-user technology support, identity tasks, and AV operations for events and exhibits, with a 20-hour-per-week schedule designed around academic commitments.

Qualifications

• Foundational understanding of PC hardware, Windows OS, and Microsoft 365.
• Clear, professional communication and strong customer service orientation.
• Ability to follow procedures and work under supervision.
• Fast learner across IT and AV tasks.
• Detail-oriented with good organizational habits.
• Calm and professional in fast-paced situations.
• Currently enrolled in a four-year or five-year undergrad program graduating in 2027 in CS/IS or related field.
• Relevant coursework or campus IT/help desk experience.
• Customer service experience is a plus.
• Certifications are a plus (A+, Network+, Security+, CTS).

Responsibilities

• Provide on-site and remote technology support for ESRT, ESBO, and building staff under guidance of senior team members.
• Assist with executive-level support and rapid response for high-visibility incidents.
• Support conference rooms, offices, and shared spaces with conferencing PCs, displays, docking stations, printers, and Teams/Zoom readiness.
• Assist with Windows 11 imaging/patching, Microsoft 365, Adobe, and remote access alongside Intune, PDQ Deploy/Inventory, and Qualys.
• Support Active Directory tasks including password resets and onboarding/offboarding.
• Assist with mobile device support and asset tracking.
• Maintain ticket documentation in the helpdesk system (Salesforce) and track workstreams in Monday.com.
• Assist with vendor coordination and IT asset inventory documentation; help maintain SOPs and runbooks.
• Apply cybersecurity best practices and support PCI/SOX compliance for the Observatory.

Skills

PC hardware

Windows OS

Microsoft 365

Customer service

Communication

Time management

Learning agility

Attention to detail

CS/IS student

Campus IT help desk

Education

Pursuing BS in CS/IS

Tools

Intune

PDQ Deploy/Inventory

Qualys

Salesforce

Monday.com

Job description

COMPANY SUMMARY

Empire State Realty Trust, Inc. (NYSE: ESRT) is a NYC-focused REIT that owns and operates a portfolio of well-leased, top of tier, modernized, amenitized, and well-located office, retail, and multifamily assets. ESRT’s flagship Empire State Building, the "World's Most Famous Building," features its iconic Observation Deck. The Company is a recognized leader in energy efficiency and indoor environmental quality. As of June 30, 2026, ESRT’s portfolio is comprised of approximately 7.5 million rentable square feet of office space, 0.8 million rentable square feet of retail space and 743 residential units. More information about Empire State Realty Trust can be found at esrtreit.com and by following ESRT on Facebook, Instagram, TikTok, X and LinkedIn.

POSITION SUMMARY

Empire State Realty Trust seeks a Service Desk & AV Support Intern to gain hands-on experience across front-line IT service desk support and audiovisual systems support at the Empire State Building Observatory (ESBO) and portfolio amenity spaces. Working alongside and under the guidance of the Service Desk and AV teams, the intern will assist with end-user technology support, identity and endpoint tasks, and AV operations for events, meetings, and Observatory exhibits. This is a 20-hour-per-week position with a schedule built around the intern’s academic commitments, with the expectation of full participation in the team’s on-call and holiday coverage rotation as business needs require.

SERVICE DESK SUPPORT

• Provide on-site and remote technology support for ESRT, ESBO, and building staff (Property Management Office, Building Engineers, Maintenance, Security, and Front Desk) under the guidance of senior team members


• Assist with white-glove, executive-level support for ESRT and ESBO senior leadership, including rapid response for high-visibility incidents


• Support workplace technology in conference rooms, offices, and shared spaces, including conferencing PCs, displays, docking stations, printers, peripherals, and Teams/Zoom meeting readiness


• Assist with end-user computing tasks including Windows 11 imaging/patching support, Microsoft 365, Adobe, and remote access, alongside endpoint management platforms such as Intune, PDQ Deploy/Inventory, and Qualys


• Support Active Directory and identity tasks under supervision, including password resets, group membership updates, and onboarding/offboarding assistance


• Assist with mobile device support (Windows/Android/iOS), including setup, troubleshooting, and asset tracking


• Maintain accurate ticket documentation in the helpdesk/ticketing system (including Salesforce) and track workstreams in Monday.com


• Support vendor coordination and IT asset inventory documentation; help maintain SOPs, runbooks, and knowledge articles


• Apply cybersecurity best practices in all work and support PCI/SOX compliance requirements for the Observatory

AV & OBSERVATORY SUPPORT

• Assist with operating, maintaining, and troubleshooting AV systems (Crestron, Biamp Tesira, Shure, PTZ cameras, projectors, BrightSign) under the direction of the AV team


• Support Dante audio networking configuration and basic AV-over-IP troubleshooting


• Provide technical support for hybrid meetings and live events (Teams/Zoom), including room readiness and post-event follow-up


• Support Observatory exhibit hardware (turnstiles, kiosks, exhibits, ticketing systems) and assist with preventive maintenance schedules, including ladder-based work as directed and supervised


• Perform daily AV and exhibit system monitoring checks, verifying integrity and availability of hardware and connected systems


• Assist with a range of ESBO events (e.g., movie night, lighting ceremonies) and support preparation of conference rooms and town halls


• Explore and help evaluate emerging technologies, including AI, to improve team workflows

AV SKILLSET EXPOSURE

This role is designed to build the following AV competencies through hands-on mentorship rather than requiring prior mastery:

• Control Systems: exposure to Crestron control system basics


• Audio DSP: introduction to Biamp Tesira and/or Q-SYS configuration


• Microphones & RF: assisting with Shure wireless microphone setup and coordination


• Networking: foundational exposure to Dante audio networking and AV-over-IP concepts


• Video Conferencing: Teams & Zoom meeting support


• Digital Signage: BrightSign player setup and content publishing basics


• Exhibit Support: assisting with exhibit maintenance and coordination with fabricators/installers

QUALIFICATIONS

• Foundational understanding of PC hardware, Windows OS, and Microsoft 365; basic AV/audiovisual interest or coursework a plus


• Strong customer service orientation and clear, professional communication skills


• Ability to follow established procedures, elevate appropriately, and work well under supervision


• Comfort learning new systems quickly and adapting to varied tasks across IT and AV disciplines


• Detail-oriented with good organizational habits and reliable follow-through on assigned tasks


• Ability to remain calm, courteous, and professional in fast-paced or high-visibility situations


• Currently enrolled in a four-year or five-year undergraduate program in the graduating class of 2027 pursuing a degree in Computer Science, Information Systems, Engineering, or a related field


• Relevant coursework, campus IT/help desk experience, or personal AV/technology projects


• Customer service experience (retail, hospitality, or similar) is a plus


• Certifications a plus (not required): A+, Network+, Security+, CTS


• Prolonged periods of sitting at a desk and working on a computer


• Ability to work at heights using ladders


• Ability to move between offices and Observatory spaces

COMPANY CULTURE & SUCCESS FACTORS

• Adaptable – you are a self-starter who’s able to quickly digest and execute new processes to work both collaboratively and independently


• Dynamic – you are solutions-oriented, aim to improve processes and implement efficiency, and offer insightful feedback to improve ESRT


• Dependable – you take a strong sense of ownership and accountability over your work


• Passionate – you keep up with industry trends and are excited about the potential to propel the industry forward with a "roll-up-your-sleeves" attitude


• Curious – you consistently look for new ways to work smarter, not just harder


• Ethical – you treat others with respect, act with integrity in how you perform your work, and embrace our collaborative culture


• Positive – you possess a service-oriented attitude with excellent follow through

BENEFITS

• Generous paid time off.


• Flex Summer Fridays.


• Employee engagement programs.


• Volunteer time off.


• Continuing education.


• Complimentary Empire State Building Observatory access.


• Complimentary gym membership and other wellness benefits.


• Employee Discount Programs.

ESRT is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because they drive curiosity, innovation, and the success of our business. We do not discriminate based on race, religion, color, creed, national origin, sex, sexual orientation, gender identity or expression, reproductive choices, age, marital status, veteran status, disability status, pregnancy, parental status, caregiver status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination. Reasonable accommodations that do not create an undue hardship for the Company are available for applicants and employees with disabilities or sincerely held religious beliefs.