IT AV Analyst

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 IT Audio-Visual (AV) Analyst with Windows administration experience. The IT Technician will provide prompt and accurate first line IT AV support with a focus on the Empire State Building Observatory (ESBO), assisting with PC hardware and software-related questions, concerns, and tasks. This position will require a five-day work week with a mandatory one weekend day, and work from the office.

• Provide on-site and remote AV technology support for the Empire State Building Observatory along with and other system in the ESRT portfolio
• Support and maintain the ESBO hardware including turnstiles, kiosk, exhibits, and ticket booths
• Work and collaborate with vendors and the ESBO Operations team to resolve building related systems such as POST, Timeclocks, and building specific Audio-Visual equipment
• Perform daily AV system monitoring, verifying the integrity and availability of all hardware, server, and systems
• Work with the POS Ticketing (POST) and Audio-Visual teams to troubleshoot systems at the ESBO
• Provide technical assistance to support a wide range of ESBO events (i.e., movie night, lighting ceremonies)
• Assist with supporting and preparing conference rooms/town halls and additional areas to deliver Audio Visual services
• Assist in preventative maintenance schedules of kiosk, turnstiles, and ticket printers
• Identify, troubleshoot, and resolve various technical problems and ensure service levels agreement (SLA) are upheld
• Provide helpdesk support for ESBO, ESRT, and building staff, including the Property Management Office, Building Engineers, Maintenance Staff, Security Staff, and Front desk
• Ensure cybersecurity practices are incorporated into all IT and AV related work
• Provide timely updates and notes in the helpdesk ticketing system
• Provide timely responses to support requests via phone, email or in person
• Follow departmental change management processes and protocols
• Provide executive level support to ESBO and ESRT senior leadership
• Provide support for key office automation software (i.e., Office 365, Team, SharePoint, Adobe)
• 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
• Deployment 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
• 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
• Maintain PCI and SOX compliance for the Observatory

• Providing ESBO guests with the best-in-class support and service required to maintain our Best Attraction in the USA ranking
• Collaborate with team to provide white-glove customer service
• Provide A/V as needed throughout the portfolio
• Troubleshoot and resolve issues with A/V equipment
• Embrace cyber best practices in all aspects of the job
• Configuring and maintaining computer hardware and software

• Understanding of audio visual or exhibition systems
• 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

• Bachelor’s degree in computer science, Engineering, Information System Management, or related field preferred
• A minimum of 2 to 5 years in an IT AV environment providing end-user support
• A+ Certified, Networking +, Security and/or Equivalent certification a plus

• Ability to work at various heights
• Must be able to move between offices frequently
• Must be able to lift approximately fifteen pounds at times

• 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

• 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

• 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. Accommodations are available for applicants with disabilities