Systems Analyst, Service Desk
Empire StateNew York, New York
Full Time
Posted March 26, 2026
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Job Description
The Systems Analyst, Service Desk provides Windows administration, end-user support, and frontline IT services across ESRT and the Empire State Building Observatory, supporting users both on-site and remotely, with opportunities for cross-training in Audio Visual support and participation in after-hours on-call duties.
Key Responsibilities
- Provide Windows administration and end-user support across ESRT and the Empire State Building Observatory
- Deliver frontline IT services to users both on-site and remotely in various environments
- Respond to support requests within established SLAs, ensuring timely communication, escalation, and resolution
- Support and troubleshoot hardware, software, and network issues for end-users
- Participate in cross-training for Audio Visual support at the Empire State Building Observatory
- Assist with after-hours and weekend on-call support to maintain smooth business operations
Requirements
- Deliver high-quality Windows administration and end-user support across ESRT and the Empire State Building Observatory (ESBO).
- Support users both on-site and remotely across corporate offices, building operations, and guest-facing environments.
- Consistently adhere to established Service Level Agreements (SLAs), including providing timely response, clear communication, appropriate escalation, and effective resolution of issues.
- Participate in cross-training in Audio Visual (AV) support at the Empire State Building Observatory to broaden on-site support coverage and collaboration.
- Availability to work occasionally during evenings, weekends, and holidays, including participation in after-hours and weekend on-call support to ensure smooth business operations and timely response to urgent or emergency needs.
- Possess experience in Windows administration and end-user support.
- Ability to support users in a customer-focused manner, providing accurate and timely IT services.
- Support and troubleshoot IT-related issues in a building operations and guest-facing environment.
- Demonstrate effective communication skills for clear and professional interaction with users and team members.
- Support and participate in emergency or urgent IT needs outside regular working hours as part of on-call responsibilities.
Benefits & Perks
Compensation/salary range (not specified)
Work schedule including evenings, weekends, and holidays with after-hours and weekend on-call support
Work environment perks such as cross-training in Audio Visual support
Participation in a workplace recognized as a Great Place to Work
Focus on health and wellness of employees
Opportunities for continuous employee development
Being part of a company committed to sustainability and energy efficiency
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