IT Support Officer - Microsoft 365, Azure & Desktop Support

If you are building a career in IT support, Microsoft technologies, cloud fundamentals, or IT operations, this role gives you the opportunity to apply your technical knowledge in a real-world airport environment. You will support end users, troubleshoot desktop and connectivity issues, work with vendors, document incidents, and help keep business-critical technology operational., * Provide hands-on desktop support for end users, including Windows workstations, laptops, printers, scanners, peripherals, mobile devices, and airport-supported equipment.

• Troubleshoot Microsoft Windows, Microsoft 365 applications, Outlook, Teams, OneDrive, user access issues, device configuration, and common productivity application issues.
• Apply Microsoft certification knowledge to support users, resolve incidents, improve troubleshooting quality, and follow approved support procedures.
• Use Microsoft Azure Fundamentals AZ-900 knowledge to understand cloud concepts, identity, access, Azure services, governance, and cloud-based support scenarios.
• Support endpoint setup, device refreshes, user onboarding/offboarding activities, and equipment deployments as assigned.

IT Operations & Troubleshooting

• Diagnose and resolve hardware, software, operating system, printer, peripheral, and connectivity incidents.
• Troubleshoot LAN, Wi-Fi, cabling, IP addressing, DNS, DHCP, and basic routing or switching issues using CompTIA Network+ level knowledge.
• Support airport operational systems and shared-use technology platforms while following safety, security, and access control protocols.
• Complete preventive maintenance tasks to inspect, test, and validate endpoint devices, peripherals, printers, networking components, and supported airport systems.

Ticketing, Incident Management & Communication

• Own assigned tickets from intake through resolution, ensuring timely follow-up, clear notes, accurate service codes, and professional customer communication.
• Document troubleshooting steps, impact, resolution details, vendor actions, and follow-up requirements.
• Follow defined escalation procedures for Priority 1 and Priority 2 incidents.
• Monitor tickets requiring vendor action and drive closure until the issue is resolved or service is restored.
• Communicate clearly and respectfully with end users, internal teams, airport staff, airline partners, and vendors.

Leadership, Vendor Coordination & Inventory

• Serve as acting lead when team leaders are unavailable, helping maintain continuity of operations and team coordination.
• Provide guidance to Level 1 support staff through coaching, knowledge sharing, and real-time technical support.
• Coordinate return merchandise authorizations and vendor actions for NEC biometric equipment, Swissport systems, Dell end-user equipment, and other supported technologies.
• Track equipment repairs, replacements, consumables, and inventory for ESP and IAT assets, including laptops, keyboards, mice, microphones, BTP, and ATB supplies.
• Maintain an organized IT workspace and ensure equipment, supplies, and support areas are operationally ready.

This is a hands-on IT support role for someone who enjoys troubleshooting, supporting end users, keeping systems running, and working in a fast-paced operational environment. The ideal candidate has strong desktop support experience and is comfortable working with Microsoft Windows, Microsoft 365, user accounts, endpoint devices, networking basics, and cloud fundamentals. Microsoft certifications such as Microsoft 365 Fundamentals, Microsoft Certified: Azure Fundamentals AZ-900, or related Microsoft credentials are strongly preferred., * Hands-on IT desktop support experience supporting end users in a professional environment.

• Experience troubleshooting Microsoft Windows devices, Microsoft 365 applications, Outlook, Teams, OneDrive, user accounts, and device configuration issues.
• Microsoft certification strongly preferred, such as Microsoft 365 Fundamentals, Microsoft Certified: Azure Fundamentals AZ-900, Microsoft Security, Compliance, and Identity Fundamentals, or another relevant Microsoft credential.
• CompTIA A+ certification or equivalent experience supporting computers, operating systems, printers, peripherals, mobile devices, and hardware troubleshooting.
• CompTIA Network+ certification or equivalent networking knowledge, including LAN, Wi-Fi, cabling, IP addressing, DNS, DHCP, and basic network troubleshooting.
• Strong customer service, communication, documentation, prioritization, and problem-solving skills.
• Ability to work in a fast-paced airport environment while meeting service level agreements and operational expectations.

Preferred Experience

• Experience providing IT support in aviation, transportation, managed services, field support, or another high-availability operational environment.
• Experience supporting Dell end-user equipment, printers, scanners, biometric systems, airport systems, or shared-use technology platforms.
• Familiarity with ITIL-based incident management, service desk processes, escalation procedures, and vendor coordination.
• Ability to support shift-based operations, urgent incidents, and business-critical technology services.

Preferred Certifications:

• CompTIA A+ & Network + certifications
• Microsoft (Azure & O365) Certifications

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.

Pulled from the full job description

• Paid time off
• Dental insurance, We offer a competitive range based upon suitability or experience.

Benefits:

• Medical/Dental & Vison Insurance
• PTO time

ESP Global Services is a world-class IT services organization specializing in enterprise managed services, infrastructure engineering, and global field support. We are hiring an IT Operations Support Officer to support critical IT operations at 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!