IT Support Officer - Microsoft 365, Azure & Desktop Support

This onsite IT Operations Support Officer role with ESP Global Services Limited focuses on desktop support, Microsoft 365 and Azure administration, and broader IT operations assistance at JFK Airport in Jamaica, NY.

Responsibilities

• Provide hands-on desktop support for end users, covering Windows workstations, laptops, printers, scanners, peripherals, mobile devices, and airport-supported equipment.
• Troubleshoot Windows operating systems, Microsoft 365 applications (Outlook, Teams, OneDrive), user access issues, device configuration, and common productivity software problems.
• Apply Microsoft certification knowledge to assist users, resolve incidents, enhance troubleshooting quality, and adhere to approved support procedures.
• Utilize Microsoft Azure Fundamentals AZ-900 concepts to understand cloud concepts, identity and access, Azure services, governance, and cloud-based support scenarios.
• Support endpoint setup, device refreshes, user onboarding and offboarding, 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.
• Assist with airport operational systems and shared-use technology platforms while following safety, security, and access control protocols.
• Perform preventive maintenance to inspect, test, and validate endpoint devices, peripherals, printers, networking components, and supported airport systems.
• Own assigned tickets from intake to resolution, ensuring timely follow-up, clear notes, accurate service codes, and professional communication with end users.
• Document troubleshooting steps, impact, resolution details, vendor actions, and follow-up requirements.
• Follow defined escalation procedures for Priority 1 and Priority 2 incidents and monitor vendor-driven tickets toward closure.
• Communicate clearly with end users, internal teams, airport staff, airline partners, and vendors in a respectful manner.
• Act as team lead in the absence of supervisors, supporting continuity of operations and coordination among colleagues.
• Provide guidance to Level 1 support 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 devices, and other supported technologies.
• Track repairs, replacements, consumables, and inventory for ESP and IAT assets, including laptops, keyboards, mice, microphones, and related supplies.
• Maintain an organized IT workspace and ensure equipment, supplies, and support areas remain ready for operations.

Requirements

• Hands-on IT desktop support experience in a professional environment.
• Experience troubleshooting Windows devices, Microsoft 365 applications, Outlook, Teams, OneDrive, user accounts, and device configuration issues.
• Microsoft certification strongly preferred, such as Microsoft 365 Fundamentals, Azure Fundamentals AZ-900, Security, Compliance, and Identity Fundamentals, or other relevant Microsoft credentials.
• 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.

Technologies

• Windows
• Microsoft 365
• Outlook
• Teams
• OneDrive
• Azure

Benefits

• Medical/Dental & Vison Insurance
• PTO time

Physical Requirements

• Able to lift or push 20-50 pounds of equipment as needed
• Able to stand or kneel for extended periods
• Able to use mechanical tools

Preferred Certifications

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