IT Help Desk Analyst

TileBar | Soho Studio LLC offers a hybrid IT Help Desk Analyst role in New York, NY that blends showroom technology support with broader corporate IT duties. The position delivers Level 2 assistance for in‑store tech and corporate IT, with a 60/40 split between showroom and corporate work. Expect four days on site and one day remote, with travel up to 25%. The compensation ranges from USD 80,000 to 90,000 per year. This role supports the in‑store guest experience through reliable technology while contributing to the broader IT operations of the business.

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Short-Term Disability
• 401K match
• Free Weekly Lunch
• Paid Time Off (PTO)
• Holidays
• Personal Days

Responsibilities

• Act as the escalation point for showroom technology issues, handling Level 2 incidents for in‑store kiosks, POS adjacent hardware, and customer‑facing displays.
• Assist with in‑store networking, including WiFi access points, switching, and connectivity troubleshooting in partnership with the infrastructure team.
• Maintain conference rooms and audiovisual systems to ensure dependable video conferencing, displays, and presentation setups across showroom locations.
• Provision, configure, and troubleshoot showroom endpoints such as laptops, desktops, printers, tablets, and mobile phones.
• Collaborate with field and site deployment teams during showroom openings and remodels to bring technology online and support go‑live.
• Research, test, and deploy innovative showroom technologies, including modern POS systems and interactive displays, to enhance the in‑store customer experience and retail operations.
• Provide Level 2 support to TileBar team members across corporate and remote environments.
• Diagnose and resolve hardware, software, and connectivity issues, escalating to senior engineering or specialized teams as needed.
• Manage the full lifecycle of endpoints, including imaging, deployment, configuration, and decommissioning.
• Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and the Office suite.
• Support user account lifecycle tasks in coordination with identity and directory services (Active Directory / Entra ID).
• Assist with device management and policy enforcement through Microsoft Intune or equivalent MDM tooling.
• Document incidents, resolutions, and known issues clearly in the ticketing system.
• Contribute to and maintain the internal knowledge base, focusing on recurring showroom scenarios.
• Monitor ticket trends to identify systemic issues or training gaps and inform improvement efforts.

Requirements

• 5+ years of hands‑on help desk or desktop support experience with proven Level 2 capabilities.
• Strong troubleshooting skills across Windows endpoints, printers, and mobile devices (iOS and Android).
• Working knowledge of networking fundamentals: WiFi, DNS, DHCP, VPN, and basic switching.
• Hands‑on experience supporting Microsoft 365 in a production environment.
• Familiarity with Active Directory / Entra ID for user and device management.
• Excellent communication skills and a customer‑service orientation, with the ability to support non‑technical users clearly and patiently.

Technologies

• Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Office suite
• Active Directory / Entra ID
• Microsoft Intune
• Jamf
• Windows endpoints, iOS, Android
• WiFi, DNS, DHCP, VPN
• Microsoft Teams Rooms, Zoom Rooms, Crestron