IT Service Desk Analyst III

Job Description

IT Service Desk Analyst III

Location: On-site in New York City, NY | Schedule: Monday – Friday, 8:30 AM – 5:00 PM EST

Compensation Range: $60,000-75,000

The Opportunity

We’re seeking a proactive, technically skilled, and customer-focused IT Service Desk Analyst to join our NYC team. This role is ideal for someone who thrives in a semi-autonomous environment and is confident taking the lead on-site. The role will require independent oversight and decision-making for day-to-day support needs in the NYC office. In collaboration with a distributed IT team and one other local support colleague. You’ll also work closely with the Office Manager to ensure seamless coordination on all local technology-related operations and employee support.

What You’ll Do

• 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.

About You

• 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.
• A natural collaborator with the ability to form strong working relationships with cross-functional partners like Office Managers and Executives.
• High school diploma or equivalent required; relevant technical certifications (e.g., CompTIA A+, ITIL, Microsoft 365) preferred.
• Able to commute and work from our NYC office Monday through Friday

Why You’ll Thrive Here

At Rue Gilt Groupe, we embrace curiosity, accountability, and a culture of support. As the face of IT in our NYC office, you’ll have the opportunity to work independently, mentor others, and make a real impact on how we deliver technology support at scale. We’re excited to meet IT professionals who lead with service, communicate with clarity, and solve with creativity.