Systems Analyst, Service Desk

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, ranked the #1 Top Attraction in New York City for the fifth consecutive year in Tripadvisor's 2026 Travelers' Choice Awards: Best of the Best Things to Do. The Company is a recognized leader in energy efficiency and indoor environmental quality. As of March 31, 2026, ESRT's portfolio is comprised of approximately 8.0 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


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 position includes cross-training in Audio Visual (AV) support at the Empire State Building Observatory to broaden on-site support coverage and collaboration.

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 (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

WHAT SUCCESS LOOKS LIKE

• Deliver reliable, secure IT support for the Empire State Building Observatory and ESRT portfolio workplaces, including end-user devices, shared spaces, and conference rooms
• Provide exceptional customer service and clear communication to stakeholders before, during, and after incidents and service requests
• Meet or exceed SLA response, update, escalation, and resolution targets through effective triage, ownership, communication, and follow-through from intake to completion
• Maintain high system uptime through proactive monitoring, preventive maintenance, and disciplined patching/deployment practices
• Embed cybersecurity best practices in daily work, escalating risks and ensuring PCI/SOX compliance requirements are upheld at the Observatory
• Strengthen team performance by sharing knowledge, improving documentation, and contributing to process and technology improvements

REQUIRED SKILLS / ABILITIES

• 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

EDUCATION & EXPERIENCE

• 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 (imaging, patching, and user/account support); 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

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

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

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

$90,000 - $100,000 a year

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.