IT Ops Support Officer - JFK Airport

An IT Operations Support Officer will ensures the smooth operation of IT systems, resolving escalated technical issues, and supporting end users in alignment with service level agreements (SLAs). Responsibilities include hands-on desktop support, troubleshooting hardware/software/network issues, and coordinating with internal teams and third-party vendors.

What will you do?:

Operations & Leadership:

• Serve as acting leads in the absence of team leaders, ensuring continuity of operations and effective team coordination.
• Provide technical guidance to L1s, assisting with coaching/training, and performance real-time feedback; escalate issues to team leads/managers as needed.

Ticket & Incident Management:

• Own tickets end-to-end: ensure timely follow-up, complete resolution, and clear customer communication.
• Document thorough, accurate notes; apply the correct resolution and service codes on every ticket.
• Follow the defined escalation process for P1 and P2 incidents.
• Monitor and drive closure on tickets requiring vendor action.

Preventive Maintenance:

• Execute weekly preventive maintenance tasks per schedule and standards; document outcomes and follow-ups.

Vendor & Project Coordination:

• Coordinate RMAs with the Project Analyst for NEC biometric, Swissport, and end-user equipment (Dell); track status through closure.

Inventory, Supplies & Consumables:

• Maintain an organized Row 4 closet; ensure it is fully stocked with paper.
• Track and maintain proper consumables counts for ESP (BTP, ATB); promptly notify leads/managers of low stock.
• Track and maintain proper consumables/equipment counts for IAT (e.g., laptops, wireless keyboards, mice, microphones); notify leads/managers when replenishment is required.

Workplace Standards:

• Keep the IT office clean, orderly, and operationally ready.
• Communicate openly and respectfully with internal teams and airport staff, upholding airport operational, safety, and security protocols.
• Another duties assigned.

• 2+ years of experience providing comprehensive Helpdesk/Desktop Support and Field Services, adept at troubleshooting a variety of issues related to hardware, software, connectivity, operating systems and airport Kiosk operating systems.

IT Infrastructure Support:

• Proven track record in IT infrastructure support, including Desktop Support Services (DSS), multiple workstation operating systems (Windows, Mac), multiple mobile operating systems (Android, iOS), networking, and printing services.

Onboarding and Offboarding:

• Skilled in managing Starter and Leaver requests, encompassing desktop/laptop/iPad setup, screen installations, patch port cabling, software configuration, and mobile device setup.

Microsoft and IT Hardware Expertise:

• Extensive experience in IT support and troubleshooting, with in-depth knowledge of Microsoft Desktop software (Windows 7/10, Office Suite) and various operating systems, along with a solid understanding of IT hardware.
• Microsoft certified - preferred

Continuous Learning & Adaptability:

• Self-motivated and driven to learn, with a keen ability to adapt to new challenges and changes in the work environment.

Communication Skills:

• Strong verbal and written communication skills, ensuring clear and effective interaction with clients and team members.

Preferred Industry Experience:

• Previous experience within the airport/airline industry, leveraging sector-specific insights to enhance support efficiency.

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.

We offer a competitive range based upon suitability or experience.

Benefits:

• Medical/Dental Insurance
• PTO time

ESP Global Services is a World -Class IT Services Organization which specialize in enterprise managed services, infrastructure engineering and global field support, which due to continued growth and customer acquisition are looking for an IT Operations Support Officer. This position is to provide operational management and IT support services John F. Kennedy International Airport., 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. Join a team that prioritizes excellence-our ISO 9001 certification reflects our commitment to quality and superior customer service. ESP Global Services is an Equal Opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status.