IT Helpdesk Specialist

Role Overview Act as the initial point of contact for clients requiring support for airport systems, applications, and infrastructure. Perform first-level troubleshooting and resolution, escalating incidents and requests to Tier 2 support or to external suppliers. Coordinate with multiple vendors and suppliers to ensure timely updates and closure for all assigned cases. What You Will Do Log, categorize, prioritize, and resolve incidents and service requests in accordance with ITIL/ITSM processes. Perform first-level troubleshooting and resolution, escalating incidents and requests to Tier 2 support or to external suppliers. Why It Might Be a Fit Strong knowledge of IT Service Management (ITSM) principles and practical experience in ITIL Incident, Request, and Problem Management. Excellent communication skills to interact with clients, suppliers, and internal teams, maintaining professionalism under pressure. Requirements High School Diploma or equivalent 1+ years of Service Desk or IT support experience ITIL Foundation certification (preferred or must be obtained within 12 months of hire) Experience with ITSM tools such as ServiceNow, Ivanti, BMC Remedy, or similar Proficient in Microsoft 365 suite (Word, Excel, Outlook, Teams, SharePoint) Benefits Equal opportunity employer No benefits explicitly mentioned #J-18808-Ljbffr Black Box