Spec, IT Desk Support
$45,677–$57,096 year
On-siteNewark, New Jersey, United States
Job Summary
Deliver deskside and remote technical support for business users to ensure stable IT operations, troubleshooting and resolving incidents escalated via the Global Service Desk. Log and track all activities in the ITSM tool, prioritizing tasks while keeping users informed, and escalate complex issues to senior teams or third-party providers. Assist in managing IT hardware assets, supporting installation and relocation of desktops and laptops, while maintaining accurate records and ensuring safe disposal. Travel between nearby gategroup offices on rotating weeks to provide on-site support at JFK, LGA, and EWR1. Hourly rate $21.96-$27.45.
Required Qualifications
- Completed vocational training as an IT specialist or a comparable technical qualification in Information Technology
- 1–3 years of experience in IT support, service desk, or a technical support environment
- Experience providing 1st and 2nd line support for hardware, software, and end-user devices
- Familiarity with IT Service Management (ITSM) systems and basic ITIL principles
- Good knowledge of Windows operating systems
- Good knowledge of Microsoft 365
- Good knowledge of common business applications
- Basic understanding of Active Directory
- Basic understanding of network connectivity
- Basic understanding of VPN technologies
- Experience supporting laptops, desktops, printers, and mobile devices
- Familiarity with remote support tools
- Familiarity with ticketing systems (e.g., ServiceNow)
- Strong troubleshooting and problem-solving skills
- Customer-first mindset
- Fluent English (written and verbal)
- Local language knowledge gategroup
- Information Search and analysis & problem resolution skills
- Understanding others
- Team Leadership and Developing People
- Influencing and building relationships
- Motivating and Inspiring
- Communicating effectively
- Delivering business results under pressure
- Championing Performance Improvement and Customer Focus
- Excellence
- Passion
- Responsibility
- Respect
- Travel required to JFK, LGA and EWR1 on rotating weeks
- Home base EWR2
Desired Qualifications
- Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation are an advantage
- Exposure to supporting users in an international or multi-site environment is a plus
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