Job Title: IT Help Desk Analyst - Showrooms
Location: New York, NY (Flatiron HQ) - 4 days onsite, 1 day remote
On-site in our NYC office supporting showroom and corporate users, with up to 25% travel to domestic showroom locations as needed.
Occasional after-hours or weekend support during showroom openings, remodels, or critical incidents.
We are seeking an experienced IT Help Desk Analyst - Showrooms to deliver Level 2 technical support across the TileBar team, with a primary focus on our showroom locations and the technology that powers them. This is not an entry-level position. You bring at least five years of hands-on support experience and the judgment to resolve issues independently, escalating only what genuinely warrants it. Roughly sixty percent of your time supports showroom teams and showroom technology, including in-store kiosks, networking and WiFi, conference room and AV solutions, and the full range of endpoint and mobile devices used on the sales floor. The remaining time supports the broader TileBar workforce. As a Microsoft shop, you are fluent in Microsoft 365 and comfortable supporting it end to end.
Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
Showroom Technology Support (Primary Focus)
• Serve as the escalation point for showroom technology issues, resolving Level 2 incidents across in-store kiosks, point-of-sale-adjacent hardware, and customer-facing displays.
• Support in-store networking, including WiFi access points, switching, and connectivity troubleshooting, in coordination with the infrastructure team.
• Maintain conference room and audiovisual solutions, ensuring reliable video conferencing, displays, and presentation systems across showroom locations.
• Provision, configure, and troubleshoot showroom endpoints: laptops, desktops, printers, tablets, and mobile phones.
• Partner with field and site-deployment teams during showroom openings and remodels to bring technology online and support go-live.
• Research, evaluate, test and deploy innovative showroom technologies, including modern POS systems and interactive displays, to elevate the in-store customer experience and support retail operations.
General Help Desk Support
• 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 only when required.
• Manage the full endpoint lifecycle: imaging, deployment, configuration, and decommissioning.
Microsoft 365 and Identity
• 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.
Documentation and Service Quality
• Document incidents, resolutions, and known issues in the ticketing system with clarity and consistency.
• Contribute to and maintain the internal knowledge base, with particular attention to recurring showroom scenarios.
• Track ticket trends and surface patterns that indicate systemic issues or training gaps.
Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
• 5+ years of hands-on help desk or desktop support experience, with demonstrated Level 2 capability.
• 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 patiently and clearly.
Preferred Qualifications
• Experience supporting retail, showroom, or multi-site environments.
• Exposure to in-store kiosks, digital signage, or point-of-sale technology.
• Familiarity with conference room and AV platforms (e.g., Microsoft Teams Rooms, Zoom Rooms, Crestron).
• Experience with MDM and endpoint management (Intune, Jamf, or equivalent).
• Relevant certifications such as CompTIA A+, Network+, or Microsoft 365 Certified: Modern Desktop Administrator.
Benefits
At Soho Studio/TileBar, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short-Term Disability in addition to a Company match on 401K, and Free Weekly Lunch. Our employees also receive Paid Time Off (PTO), Holidays, and Personal Days.
Compensation
$80,000 - 90,000 per year
Actual compensation is based on multiple factors that are unique to each candidate, including but not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.
