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IT Service Desk Analyst III
| Company | Rue Gilt Groupe |
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| Location | New York, NY, USA |
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| Salary | $60000 – $75000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level |
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Requirements
- At least 3 years of experience in IT support or service desk roles, preferably in a mid-size or enterprise environment.
- Strong diagnostic and troubleshooting skills across hardware, operating systems (Windows/macOS), peripherals, and software.
- Self-starter with proven experience working independently in an on-site role while collaborating effectively with distributed teams.
- Strong organizational and communication skills—you know how to balance urgency with clarity and calm.
- Comfortable with supporting AV and conferencing technologies and troubleshooting live meeting issues.
- Experienced with ticketing systems such as Jira Service Management, Zendesk, or ServiceNow.
- Familiar with Office 365, Active Directory, and general IT operations in a business setting.
- High school diploma or equivalent required.
Responsibilities
- Serve as the primary on-site IT support resource for our NYC location, handling escalated support requests and technology needs with professionalism and urgency.
- Collaborate closely with the Office Manager to proactively address hardware setups, AV needs, workspace changes, and user onboarding/offboarding logistics.
- Provide in-person and remote support for Windows and macOS systems, enterprise software, network access, printers, and mobile devices.
- Manage daily support tickets, escalations, and service documentation with a focus on identifying trends and recommending solutions.
- Take ownership of AV setup and support for meetings and events (Zoom, microphones, projectors, displays), ensuring reliable performance.
- Mentor other support team members by sharing knowledge, reviewing complex tickets, and contributing to team-wide best practices.
- Participate in IT operations and process improvement initiatives, helping enhance the employee tech experience at both local and organizational levels.
- Assist in basic Office 365 and Active Directory administration, such as account provisioning, group access, and password resets.
- Act as a trusted technical advisor and problem-solver for associates, consistently delivering a positive, service-oriented experience.
Preferred Qualifications
- Relevant technical certifications (e.g., CompTIA A+, ITIL, Microsoft 365) preferred.
