Systems Analyst, Service Desk

Esrtreit; New York (NY); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health insurance

401(k) with match

Paid parental leave

Complimentary Observatory access

Discount programs

Job summary

ESRT is seeking a Systems Analyst, Service Desk to provide on-site and remote Windows administration and end-user support across ESRT and the Empire State Building Observatory. You will handle frontline IT services, meet SLAs, and support staff ranging from desk staff to executives.

The role requires strong communication, incident ownership, and collaboration with IT and operations teams. Evening/weekend on-call duties are possible as part of on-site coverage.

Qualifications

• In-depth knowledge of Windows OS, PC hardware, Microsoft 365, and common enterprise apps.
• Experience with Windows imaging, patching, deployments and endpoint management tools.
• Proficient with Active Directory and identity services.
• Strong ticketing and incident ownership with Salesforce experience.
• Excellent communication and stakeholder management.
• ITIL or equivalent certifications are a plus.
• 2+ years in IT service desk or end-user support.
• Experience with high-availability, front-line customer environments preferred.
• New graduates with relevant internships will be considered.

Responsibilities

• Provide on-site and remote technology support for ESRT, ESBO and staff while meeting SLA expectations.
• Deliver executive-level support for senior leadership during incidents.
• Support workplace tech including conference rooms, displays, printers, and peripherals.
• Resolve connectivity, authentication, and endpoint issues with IT/network teams.
• Maintain ESBO operations tech and collaborate with vendors and security teams.
• Maintain ticket documentation in Salesforce and track work in Monday.com.
• Develop SOPs, runbooks, and knowledge articles; participate in post-incident reviews.
• Incorporate cybersecurity and PCI/SOX compliance into daily work.
• Cross-train for AV support and assist during peak periods.

Skills

End-user support

Customer service

SLA adherence

Executive support

Strong communication

Problem solving

Education

Bachelor's degree in Computer Science/Information Systems or related field

Tools

Intune

PDQ Deploy/Inventory

Qualys

Active Directory

Salesforce

Monday.com

Job description

Position Summary

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 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.

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, timeclocks, ticket booths/printers, and other end‑user systems); partner with Operations, POS Ticketing, 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, 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‑train 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.

Qualifications

• 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.
• Bachelor’s 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, and experience with collaboration tools, conference room technology, and endpoint/device support.
• 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.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to move between offices.
• Must be able to lift 15 pounds at times.

Benefits

• Competitive base salary and bonus.
• Health/Dental/Vision insurance.
• Company‑sponsored Life, AD&D, STD (with Salary Continuation), and LTD Insurance.
• Voluntary Enhanced LTD Program.
• Voluntary Hospital, Accident, and Cancer Programs.
• 401(k) with 100% match up to 5%.
• Paid parental leave.
• Pre‑tax transit accounts.
• Employee Assistance Program for emotional, financial, and legal support.
• 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.