Black Box

2 weeks ago

IT Helpdesk

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 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

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Black Box

2 weeks ago

IT Helpdesk

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

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