IT Helpdesk

Black Box
United States
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskExperience: 1+ yearsEducation: high_schoolSkills: ["Communication","Problem-solving","Customer service","Analytical thinking"]

Serve as the first point of contact for clients needing support for airport systems, applications, and infrastructure from multiple suppliers. Log and triage incidents and service requests using ITIL/ITSM, provide first-level troubleshooting, and escalate to Tier 2 or vendors when needed. Coordinate vendor escalations, monitor service desk tickets, and ensure accurate documentation, updates, and SLA-aligned resolution while improving problem management and knowledge resources.

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Black Box
Black Box
2 months ago

IT Helpdesk

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Last checked: 6 hours agoStatus: Live

Job Summary

Serve as the first point of contact for clients needing support for airport systems, applications, and infrastructure from multiple suppliers. Log and triage incidents and service requests using ITIL/ITSM, provide first-level troubleshooting, and escalate to Tier 2 or vendors when needed. Coordinate vendor escalations, monitor service desk tickets, and ensure accurate documentation, updates, and SLA-aligned resolution while improving problem management and knowledge resources.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Entry level

Key Responsibilities

  • •Act as the initial point of contact for clients needing support for airport systems, applications, and infrastructure provided by multiple suppliers.
  • •Log, categorize, prioritize, and resolve incidents and service requests using ITIL/ITSM, with strong attention to operational impact.
  • •Perform first-level troubleshooting and resolution, escalating incidents and requests to Tier 2 support or external suppliers using documented procedures.
  • •Coordinate with multiple vendors and suppliers to track, update, and resolve escalated issues within agreed contractual SLAs.
  • •Monitor service desk tickets and ensure timely updates and closure; document actions, resolution details, and supplier interactions, and contribute to knowledge base and problem management efforts.

Key Requirements

  • •High school diploma or equivalent; associate’s or bachelor’s degree in Information Technology or related field is preferred.
  • •1+ years of service desk or IT support experience, ideally in aviation, transportation, or other mission-critical environments.
  • •Familiarity with airport systems such as flight information, baggage handling, passenger processing, and communications.
  • •Experience coordinating with multiple suppliers/vendors in a technical support or ITSM environment.
  • •Proficiency with ITSM tools (e.g., ServiceNow, Ivanti, BMC Remedy) and Microsoft 365 (Word, Excel, Outlook, Teams, SharePoint), plus ITIL Foundation certification (preferred or within 12 months).
Experience:1+ yearsAviationTransportationITSM
Education:High School in Information Technology
Skills:CommunicationProblem-solvingCustomer serviceAnalytical thinking
Certifications:ITIL Foundation
Tech Stack:ITILITSMServiceNowIvantiBMC RemedyMicrosoft 365WordExcelOutlookTeamsSharePointSLASOPs

Company Brief

Black Box
Provides technology infrastructure and managed IT services for enterprises, including network connectivity, data center solutions, collaboration/AV systems, and managed security and support services.
Industry: Professional Services
Headquarters: Pittsburgh, United States
Founded: 1976
Website