IT Support Officer - Microsoft 365, Azure & Desktop Support

Brief Description About the Job: 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.

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.

Why This Role Is a Great Fit 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.

What You’ll Do Desktop Support & Microsoft Technology Support

• 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.

Requirements What will you bring to ESP?

• 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 Fundamen…