Desktop Support Officer - JFK Airport

Responsibilities

• 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.
• 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.
• Execute weekly preventive maintenance tasks per schedule and standards; document outcomes and follow-ups.
• Coordinate RMAs with the Project Analyst for NEC biometric, Swissport, and end-user equipment (Dell); track status through closure.
• 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.
• 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.

Requirements

• Technical Support: 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. Microsoft Certification 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.

Benefits

• Medical/Dental Insurance
• PTO time