System Analyst-helpdesk

2 weeks ago

New York, United States The Empire State Realty Trust Full time

**Title**:System Analyst - Helpdesk

**Department**:Information Technology

**Reports To**:IT Helpdesk Manager

**Location**:New York, New York

**FLSA**:Full-Time, Non-Exempt

**COMPANY SUMMARY**

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.

***

Empire State Realty Trust (ESRT) is seeking an experienced System Analyst with Windows administration experience. The System Analyst will provide prompt and accurate first line IT Support, assisting with PC hardware and software-related questions, concerns, and tasks.

**RESPONSIBILITIES**
- Core Responsibilities
- Provide on-site and remote technology support for our ESRT, ESBO, and building staff, including the Property Management Office, Building Engineers, Maintenance Staff, Security Staff, and Front desk
- Provide executive level support to ESRT senior leadership
- Provide support for related parties, and service providers
- Identify, troubleshoot, and resolve various technical problems and ensure service levels agreement (SLA) are upheld
- Provide timely updates and notes in the helpdesk ticketing system
- Provide support for key office automation software (i.e., Office 365, Team, SharePoint, Adobe)
- Provide support for remote users working
- Assist with the Onboarding/Offboarding of employees and contractors, including software and hardware requirements promptly
- Assist with supporting and preparing conference rooms to deliver Audio Visual services
- Provide timely updates to end-users and management regarding the status of reported problems/projects
- Review helpdesk tickets and escalate as necessary based on established guidelines and procedures
- Investigate and resolve more complex technical issues that couldn't be resolved at the L1 level
- Provide Microsoft Active Directory support including password resets, group memberships, and account deactivations
- Work with third party Vendors to resolve technology related systems
- Deploy of software updates, upgrades, and hot fixes, including the imaging of new devices, as required
- Assist with the planning and deployment of new and upgraded hardware and software products
- Manage mobile devices including installation, asset management, troubleshooting and repair services
- Instruct and train users to properly use PC hardware and software
- Maintain accuracy of IT asset inventory system
- Assist other branches of Information Technology with projects and tasks
- Carry out other duties assigned or requested by management
- Maintain operation, configuration, documentation of all IT related issues
- Document processes and procedures, along Statements of Procedure
- Provide support of mobile devices, including but not limited to Windows/Android/Apple
- Assist in preventative maintenance schedules
- Incorporate cyber security best practices, along with raising issues when uncovered
- Available for after-hour, weekend, and emergency on-call rotation or support
- ESBO Responsibilities
- Provide technology support for the Empire State Building Observatory (ESBO) staff
- Provide executive support to Observatory senior leadership
- Work with the POS Ticketing (POST) and Audio-Visual teams to troubleshoot systems at the ESBO
- Support and maintain the ESBO hardware including turnstiles, kiosk, exhibits, and ticket booths
- Work with ESBO staff including electricians, and security to resolve building related systems such as POST, Timeclocks, and building specific Audio-Visual equipment
- Perform daily system monitoring, verifying the integrity and availability of all hardware, server, and systems
- Maintain PCI and SOX compliance for the Observatory
- Maintain ticketing system and updating users as issues are resolved efficiently in a timely manner for ESRT and OBS
- Real Estate Assets
- Support, maintain, and troubleshoot issues related to building management systems, telecom, and infrastructure
- Provide support for building amenities and services, inclu

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