IT Support Officer - Microsoft 365, Azure & Desktop Support

Brief Description

ESP Global Services is hiring an IT Operations Support Officer to support critical IT operations at John F. Kennedy International Airport. This role involves hands-on desktop support, troubleshooting, and maintaining airport technology.

What You’ll Do

• 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.
• Support endpoint setup, device refreshes, user onboarding/offboarding activities, and equipment deployments as assigned.
• 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.
• 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.
• 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.

Requirements

• 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 needed.
• Able to stand or kneel for extended periods of time.
• Able to use mechanical tools.