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IT Service Desk Analyst III

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.

ABOUT US:

Rue Gilt Groupe is a leading off-price e-commerce portfolio company, connecting the next-generation shopper to world-class brands. We’ve defined the online treasure hunt through our daily sale events allowing a large, loyal member base to discover over 5,000 premium and luxury brands at prices up to 70% off full-price retail.

Rue Gilt Groupe operates three complementary sites – Rue La La, Gilt, and ShopSimon.

Our vision at RGG is to spark delight through daily discovery – we make shopping an occasion to celebrate. At the forefront of fashion and technology, we’re also in the business of sparking delight for our Associates. We inspire each other, our Members, and ourselves to push past the expected – every day. Our culture is rooted in our values and together we work to demonstrate being Kind, Passionate, Collaborative, Innovative, Tenacious and Empowered.

Career Progression

We’re passionate about the progression and growth of our Associates. We aim to promote and grow from within.

Example: Software Development

With Rue Gilt Group, you’ll enjoy progressing along a career path. If you begin as an Associate Software Engineer, you can progress to being a Software Engineer and then a Senior Software Engineer I and II. From there, you have the option of growing into a management track or continue advancing as an individual contributor. With Rue Gilt Group, you’ll enjoy progressing along a career path. If you begin as an Associate Software Engineer, you can progress to being a Software Engineer and then a Senior Software Engineer I and II. From there, you have the option of growing into a management track or continue advancing as an individual contributor.

Note: This chart is a general guideline and does not guarantee promotion after a set period of time.

What Our Associates Say

Perks & Benefits

Rue Gilt Groupe supports our Associates in their busy lifestyles by offering a wide range of health, financial, legal and development assistance in our benefits portfolio. From wellness partnerships to paid parental leave, to invest in your personal and professional growth, we are here to help our Associates in work and in life.

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25% Off Rue La La & Gilt and 15% Off ShopSimon

Our 25% off Associate Discount applies to Rue La La and Gilt sites, including Gilt City. Plus, for Rue La La and Gilt sites, Associates receive free shipping on all purchases and free Personal Concierge assistance. Associates enjoy 15% off and free shipping and returns at ShopSimon

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Volunteer Opportunities

All Associates get two paid days per year to help out in their community, in addition to our annual, company-wide Volunteer Day.

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Wellness

Rue Gilt Groupe’s wellness portfolio offers a wide range of health, family, financial, legal, and professional development programs designed for convenience and flexibility. Rue Gilt Groupe is committed to supporting Associates’ work and life goals.

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Invest in You

From retirement to family-first benefits and professional development programs, Rue Gilt Groupe has you covered.

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Work-Life Balance

Associates enjoy competitive and flexible paid time-off programs and our corporate offices offer a flexible hybrid schedule and Summer Fridays, so you can plan around your personal and professional needs. Plus enjoy a day off on your birthday.

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Office Perks

Associates receive surprises and delights as occasions to celebrate throughout the year wherever you sit – hybrid, remote, or based in our warehouse/studios! Enjoy free beverages, bagel days, and additional fun perks when you come into any one of our offices.

Awards & Recognitions

Built-In 2024 Best Places to Work
Built In 2023 Best Places to Work Los Angeles
Built In 2023 Best Places to Work Boston
Built In 2022 Best Places to Work Boston
Human Rights Campaign Foundation Best Places to Work for LGBTQ+ Equality 2022
Venturefizz Culture Content Certified 2023
The Boston Globe Top Places To Work
Massachusetts Innovation & Technology Exchange
Alliance for Work-Life Progress Seal of Distinction
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