System Analyst-Helpdesk

Title: System Analyst - Helpdesk

Department: Information Technology

Reports To: IT Helpdesk Manager

Location: New York, New York 

FLSA: Full-Time, Non-Exempt

Company Summary

Empire State Realty Trust, Inc. (NYSE: ESRT) is a NYC-focused REIT that owns and operates a portfolio of modernized, amenitized, and well-located office, retail, and multifamily assets and the Observatory deck attraction in ESRT’s flagship Empire State Building – the “World’s Most Famous Building”. The Company is the recognized leader in energy efficiency and indoor environmental quality. As of March 31, 2024, ESRT's portfolio is comprised of approximately 8.6 million rentable square feet of office space, 0.7 million rentable square feet of retail space and 727 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 (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
• Provide timely responses to support requests via phone, email or in person
• 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, including conference rooms and audio-visual systems
  

What Success Looks Like

• Combining strong organizational skills with a dedication to meeting the needs of our team and stakeholders
• Crucial to balance team unity with achieving business goals
• Being flexible with shifts, managing time well, and handling projects effectively are key
• Understanding our desktop technology is a must
• Meeting SLA response times and promoting teamwork for excellent customer service are essential
• Following cybersecurity best practices is also important in all aspects of the job
  
  

Required Skills/Abilities

• In-depth understanding of information systems technology including common computer applications, operating systems, PC hardware, network mobile devices, and messaging systems
• Basic understanding of client remote access networking concepts and troubleshooting
• Strong technical aptitude and troubleshooting skills
• Outstanding customer service skills
• Ability to manage stressful situations in a calm, courteous and efficient manner
• Ability to make quick, clear decisions with minimal supervision
• Ability to meet deadlines and strong attention to detail
• Excellent interpersonal, oral, and written communication skills
  
  

Education & Experience

• Bachelor’s degree in Computer Science, Engineering, Information System Management, or related field preferred
• A minimum of 4 to 6 years in an IT Help Desk environment providing end-user support
• A+ Certified, Networking +, Security and/or Equivalent certification a plus
  
  

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
  
  

What You Can Expect

At ESRT, like our tenants, our employees come from everywhere. We foster a richly diverse work environment that captures top talent and cultivates the best ideas. By focusing on inclusion and celebrating our differences, we create even greater value — in business practices, relationships, and employee engagement. As an Equal Opportunity Employer, we are committed to maintaining a diverse, inclusive, and equitable work environment where our employees can thrive. 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 and embrace and contribute to a culture of diversity and inclusion
• Positive – you possess a service-oriented attitude with excellent follow through
  
  

The salary range for this position is $85,000 to $100,000. 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 offer comprehensive, competitive benefits & well-being programs including:

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
  
  

ESRT is an affirmative action and 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 on the basis of race, religion, color, creed, national origin, sex, sexual orientation, gender identity or expression, 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. Accommodation is available for applicants with disabilities.