Systems Analyst, Service Desk

• 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

• 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 • 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

• 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