Title: Help Desk Analyst (On-Call Overnight Shift)
Location: Newark, NJ (On-site)
Duration: Long-Term
Schedule: Overnight, approximately 10:30 PM 7:45 AM
Job Overview:
We are seeking a customer-focused Help Desk Analyst to provide Tier 1 technical support for airport technology systems in a mission-critical environment. The analyst will serve as the first point of contact for incidents and service requests, perform initial troubleshooting, manage tickets, and coordinate with internal IT teams and external vendors to ensure timely resolution and SLA compliance.
Qualifications:
High School Diploma or equivalent; Associate's or Bachelor's degree preferred.
1+ year of Service Desk, Help Desk, or IT support experience.
Knowledge of ITSM/ITIL Incident and Request Management practices.
Experience with ticketing tools such as ServiceNow, Ivanti, or BMC Remedy.
Basic troubleshooting skills across hardware, software, and network issues.
Proficiency in Microsoft 365 applications.
Strong communication, customer service, and problem-solving skills.
Ability to work overnight shifts in an on-site environment.
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