Help Desk Agent

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. The dedicated team at ESRT is a collection of diverse individuals with a shared passion for excellence and a keen eye toward future growth. Headquartered in New York City, we harness the energy of the city in everything we do. We care for one another, work hard, and have a lot of fun doing it! We are Certified™ as a Great Place to Work® by the global authority, Great Place to Work®, on workplace culture, employee experience, and leadership behaviors. We prioritize and invest in the health and wellness of employees to attract, develop, and retain top-tier talent. ESRT values continuous employee development and encourages colleagues to excel in their roles and adapt to emerging business needs. From our crown jewel, The Empire State Building, to incredible buildings modernized for the 21st century, to outstanding customer service, and our decade-long leadership position in sustainability and energy efficient portfolio that is 100% fully powered by renewable wind electricity, we take pride in our work. ESRT seeks an equally passionate colleague to join the team, understand the vision and help achieve that vision. 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. RESPONSIBILITIES 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 REQUIRED SKILLS 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 EDUCATION & EXPERIENCE 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 PHYSICAL REQUIREMENTS 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 WHAT YOU CAN EXPECT At ESRT, like our tenants, our employees come from everywhere. We foster a collaborative work environment that captures top talent and cultivates the best ideas. As a Great Place to Work® Certified employer, we are committed to maintaining our positive work culture where employees are engaged and can grow and develop. In addition, ESRT employees embody our 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 WELL-BEING 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. $22.50 - $22.50 an hour Salary is based on several factors including but not limited to education, work experience, job location, size of property where applicable, and/or certifications. In addition to your base salary, ESRT provides discretionary annual bonuses. 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. #J-18808-Ljbffr