Desktop Support Officer – JFK Airport

About the role

ESP Global Services is seeking a Desktop Support Officer to deliver IT support at John F. Kennedy International Airport. The role ensures smooth operation of desktop environments, resolves escalated incidents and collaborates with internal teams and vendors to meet SLA commitments.

Key responsibilities

• Provide hands‑on desktop support, troubleshooting hardware, software, network and airport kiosk systems.
• Own tickets from creation to closure, document accurate notes and apply correct resolution codes.
• Act as acting lead in the absence of team leaders, offering guidance and real‑time feedback to Level‑1 technicians.
• Execute weekly preventive maintenance and coordinate RMAs with project analysts for biometric, Swissport and Dell equipment.
• Maintain inventory of consumables, laptops, peripherals and ensure the IT closet is stocked and orderly.
• Monitor P1/P2 incidents, follow escalation procedures and drive vendor‑related ticket resolution.

Required profile

• Minimum 2 years of helpdesk or desktop support experience, preferably in a field‑service environment.
• Proven ability to manage onboarding and off‑boarding tasks for end‑users.
• Strong communication skills and ability to work within airport safety and security protocols.

Required skills

• Windows and macOS desktop operating systems.
• Android and iOS mobile platforms.
• Hardware and software troubleshooting.
• Networking fundamentals and printer support.
• Microsoft certification (e.g., MCSA, MCSE).