Systems Analyst, Service Desk

Empire State

New York, New York

Full Time

Posted March 26, 2026

Not Specified

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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.