Job Description

Job Description

Prime Group Holdings , LLC, a vertically-integrated private equity real estate firm focused on self storage and other alternative real estate asset classes, has an exciting opportunity for an IT Helpdesk Support associate at its headquarters in Saratoga Springs, NY.

With $6.6 billion in assets under management, Prime Group is one of the largest private owners and operators of self-storage properties in the world, owning and operating over 310 self-storage assets in 28 states, three Canadian provinces and the U.S. Virgin Islands containing over 23 million rentable square feet. The firm manages three flagship funds on behalf of a global investor base, including the largest self-storage dedicated fund ever raised, Prime Storage Fund III.

Headquartered in Saratoga Springs, NY, Prime Group has more than 700 employees. The firm has a regional office in Jupiter, FL and investment originations offices in Denver, CO, Hackensack, NJ, Yorktown, VA and Calgary, Alberta. Prime Group’s 21-person senior leadership team is supported by teams including sourcing and acquisitions, asset and portfolio management, compliance/legal, property management, information technology, transactions/financing, marketing, accounting and training, among others.

Prime Group’s success is built on a culture of respect, teamwork, business ethics, accountability and persistence. The company deeply values the strong relationships it has built with its customers, employees, investors and stakeholders. Pitchbook, a leading resource for comprehensive data, research and insights spanning the global capital markets, named Prime Group as one of the top 10 real estate value-add fund managers in Pitchbook’s 2023 Global Manager Performance Score

Position Overview

The IT Helpdesk Support associate will ensure our workplace runs smoothly every day—keeping people productive, meetings seamless, and technology reliable. They'll take ownership of conference room readiness for executive and team meetings, handle Tier 1 and select Tier 2 support tasks, and resolve network, Wi-Fi, and phone-related issues. This role bridges hands-on end-user support with light infrastructure troubleshooting to maintain a consistent, professional IT experience.

Essential Responsibilities

Conference Room & Meeting Readiness (Primary Focus)

• Perform daily conference room checks to ensure readiness before first meetings (displays, audio, video, microphones, network connectivity, adapters)
• Support Zoom, Teams, Webex, and hybrid conference systems, including calendar integrations, signage/panels, and firmware updates
• Provide live meeting support for executive and board sessions; coordinate with Facilities or vendors for urgent issues
• Maintain and standardize rooms (labels, cable management, layouts, photos, and documentation)
• Track and document recurring issues; propose improvements for reliability and user experience

Help Desk Support (Tier 1 / Tier 2 Escalations)

• Serve as first point of contact for support requests: accounts, MFA/passwords, VPN, Wi-Fi, printing, hardware, and software
• Image, deploy, and maintain laptops and peripherals for onboarding/offboarding
• Update and close tickets accurately, document resolutions, and contribute to internal knowledge base articles
• Provide phone and in-person support with a focus on responsiveness and professionalism

Network, Wi-Fi & Telephone Support

• Diagnose basic network connectivity issues; perform port patching and switch/AP status checks
• Work with senior engineers to monitor and resolve Wi-Fi signal issues and manage small moves/adds/changes in IDF closets
• Support VoIP/Teams telephony systems and coordinate with telecom vendors for escalations

Printing, Scanning & Backup Monitoring

• Maintain printer/MFD uptime (queues, drivers, badge printing, scan-to-email)
• Check daily server and backup job statuses; escalate as needed
• Track consumables and coordinate vendor service calls

Cloud & Identity Management

• Support user lifecycle (creation, licensing, group management, mailbox setup)
• Apply baseline security and compliance settings per IT policy
• Troubleshoot access and synchronization issues between systems (e.g., Microsoft 365, Google Workspace)

Qualifications

• 2–4 years’ experience in IT or Workplace Support within a corporate or campus environment
• Proven experience with conference room AV systems, Zoom Rooms, or Microsoft Teams Rooms
• Strong troubleshooting skills for network connectivity, Wi-Fi, and telephony
• Working knowledge of Windows 10/11, macOS, and mobile platforms
• Experience administering Microsoft 365, Active Directory, and common collaboration tools
• Familiarity with ITSM tools (ServiceNow, Zendesk, Jira Service Desk, etc.)
• Certifications preferred: CompTIA A+, Network+, or equivalent practical experience

Work Style & Environment

• On-site position; must be present early mornings to verify meeting room readiness
• Occasional after-hours support for major events or upgrades
• Organized, reliable, and able to communicate clearly with both executives and peers

Compensation

• Competitive rate of pay and a generous benefits program
• Salary commensurate with experience
• Medical, Dental, life, vision, short-term disability, and long-term disability insurance program
• Paid vacation time; paid sick time; paid holidays

This is not a remote position - you are required to be on-site at our office in Saratoga Springs Monday-Friday, 8AM-5PM.

Equal Opportunity Employer Statement

Prime Group Holdings is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

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