Airport Service Desk Technician – JFK Aiport

United States
Permanent / Full Time

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About the Job:
As an Airport Service Desk Technician, you will work as an extension to the existing offsite Service Desk providing both remote and face to face support to the JFK Airport user base. There will also be a requirement on an ad hoc basis to support the onsite engineering staff to provide efficient and effective technical support to airport personnel. This role involves providing high standard IT service to cooperate users especially the VIP user base, managing Major Incidents, driving 3rd Party for providing technical resolution, and ensuring the delivery of high-quality service. As a Service Desk Technician, you will play a pivotal role in maintaining a positive user experience which will require working in close coordination with the offsite Service Desk to provide a consistent IT support.

What will you do?

  • Serve as the first point of contact for airport staff seeking technical assistance through various channels, including phone, email, and ticketing systems.
  • Provide timely and effective troubleshooting for hardware, software, VPN, and network-related issues.
  • Assist users with the setup and configuration of workstations and peripherals.
  • Log and prioritize incidents reported by users, ensuring accurate documentation of issues and resolutions.
  • Log and prioritize incidents reported by users, ensuring accurate documentation of issues and resolutions.
  • Escalate complex technical problems to the appropriate IT support teams and/or 3rd Party follow up on the resolution process.
  • Communicate with users to provide updates on incident status and resolution timelines.
  • Manage Major Incident and deliver root cause analysis report.
  • Install, configure, and troubleshoot software applications used by airport personnel.
  • Collaborate with other IT teams to ensure the compatibility and functionality of software across different departments.
  • Install, configure, and troubleshoot software applications used by airport personnel.
  • Collaborate with other IT teams to ensure the compatibility and functionality of software across different departments.
  • Provide remote assistance to users who may be in different areas of the airport.
  • Utilize remote support tools to troubleshoot and resolve issues efficiently.
  • This role is working Monday to Friday – 5 days from 8:00am to 5:00pm

What will you bring to ESP?

  • 1-3 years’ experience in a service desk or technical support role.
  • Certifications such as ITIL Foundation or CompTIA A+ are advantageous.
  • Previous IT support and troubleshooting experience, including knowledge of Microsoft Desktop software (Windows 7/10, Office Suite) and operating systems, as well as a working knowledge of IT hardware.
  • Self-motivated with a willingness to learn and adapt to any new change or situation.
  • Good verbal and written communication skills
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.

Physical Requirements:

  • Able to lift or push 20-50 pounds of equipment if need it.
  • Able to stand or kneel for extended periods of time.
  • Able to use mechanical tools.

If you are….
Motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end user environments we should connect and explore.

What we will offer:
Personal & Professional Development
Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career.  We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

Salary:
We offer a competitive range based upon suitability or experience.

Benefits:

  • Medical/Dental Insurance (including PPO)
  • PTO time
  • Sick time
  • Perkbox discounts
  • On-site Paid Parking
  • Commuter Program  

Who are we:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers.

Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.

We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.

Our vision and ethos have stood the test of time and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together.

ESP Global Services is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

Next Steps

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