Entry-Level IT Support Analyst

Job Title: Entry-Level IT Support / Customer Service Representative
Location: Newark, NJ (Onsite)
Duration: Long-Term

Job Summary:

Seeking an entry-level IT Support professional to provide Tier 1 support for airport technology systems. Responsibilities include logging and tracking incidents, performing basic troubleshooting, managing service requests, coordinating with vendors, and escalating issues according to ITIL/ITSM processes and SLAs.

Key Responsibilities:

• Provide first-level support for airport systems, applications, and infrastructure.

• Log, prioritize, track, and resolve incidents and service requests.

• Troubleshoot basic technical issues and escalate complex problems to Tier 2 teams or vendors.

• Coordinate with suppliers to ensure timely resolution within SLAs.

• Maintain accurate ticket documentation and knowledge base articles.

• Identify recurring issues and support continuous service improvement.

Requirements:

• Strong customer service, communication, and problem-solving skills.

• Must have a bachelor's degree

• Basic IT troubleshooting and ticket management knowledge.

• Familiarity with ITSM/ITIL processes is preferred.

• Ability to work onsite in Newark, NJ.