Service Desk & AV Intern

Service Desk & Av Support Intern

Empire State Realty Trust seeks a Service Desk & AV Support Intern to gain hands-on experience across front-line IT service desk support and audiovisual systems support at the Empire State Building Observatory (ESBO) and portfolio amenity spaces. Working alongside and under the guidance of the Service Desk and AV teams, the intern will assist with end-user technology support, identity and endpoint tasks, and AV operations for events, meetings, and Observatory exhibits.

This is a 20-hour-per-week position with a schedule built around the intern's academic commitments, with the expectation of full participation in the team's on-call and holiday coverage rotation as business needs require.

Responsibilities

Service Desk Support:

• Provide on-site and remote technology support for ESRT, ESBO, and building staff under the guidance of senior team members
• Assist with white-glove, executive-level support for ESRT and ESBO senior leadership, including rapid response for high-visibility incidents
• Support workplace technology in conference rooms, offices, and shared spaces, including conferencing PCs, displays, docking stations, printers, peripherals, and Teams/Zoom meeting readiness
• Assist with end-user computing tasks including Windows 11 imaging/patching support, Microsoft 365, Adobe, and remote access, alongside endpoint management platforms such as Intune, PDQ Deploy/Inventory, and Qualys
• Support Active Directory and identity tasks under supervision, including password resets, group membership updates, and onboarding/offboarding assistance
• Assist with mobile device support (Windows/Android/iOS), including setup, troubleshooting, and asset tracking
• Maintain accurate ticket documentation in the helpdesk/ticketing system (including Salesforce) and track work streams in
• Support vendor coordination and IT asset inventory documentation; help maintain SOPs, runbooks, and knowledge articles
• Apply cybersecurity best practices in all work and support PCI/SOX compliance requirements for the Observatory

AV & Observatory Support:

• Assist with operating, maintaining, and troubleshooting AV systems (Crestron, Biamp Tesira, Shure, PTZ cameras, projectors, Bright Sign) under the direction of the AV team
• Support Dante audio networking configuration and basic AV-over-IP troubleshooting
• Provide technical support for hybrid meetings and live events (Teams/Zoom), including room readiness and post-event follow-up
• Support Observatory exhibit hardware (turnstiles, kiosks, exhibits, ticketing systems) and assist with preventive maintenance schedules, including ladder-based work as directed and supervised
• Perform daily AV and exhibit system monitoring checks, verifying integrity and availability of hardware and connected systems
• Assist with a range of ESBO events (e.g., movie night, lighting ceremonies) and support preparation of conference rooms and town halls
• Explore and help evaluate emerging technologies, including AI, to improve team workflows

AV Skillset Exposure:

• Control Systems: exposure to Crestron control system basics
• Audio DSP: introduction to Biamp Tesira and/or Q-SYS configuration
• Microphones & RF: assisting with Shure wireless microphone setup and coordination
• Networking: foundational exposure to Dante audio networking and AV-over-IP concepts
• Video Conferencing:
  Teams & Zoom meeting support
• Digital Signage:
  Bright Sign player setup and content publishing basics
• Exhibit Support: assisting with exhibit maintenance and coordination with fabricators/installers

Required Skills:

• Foundational understanding of PC hardware, Windows OS, and Microsoft 365; basic AV/audiovisual interest or coursework a plus
• Strong customer service orientation and clear, professional communication skills
• Ability to follow established procedures, escalate appropriately, and work well under supervision
• Comfort learning new systems quickly and adapting to varied tasks across IT and AV disciplines
• Detail-oriented with good organizational habits and reliable follow-through on assigned tasks
• Ability to remain calm, courteous, and professional in fast-paced or high-visibility situations

Education & Experience:

• Currently enrolled in a four-year or…