IT Service Desk Analyst

Role: IT Service Desk Location: 100% onsite in Newark, NJ Shift: Rotation Shifts on a 2-month schedule Purpose of the Job: The IT Service Desk Analyst is responsible for delivering exceptional Tier 1 client support for airport technology systems provided through multiple suppliers. This role emphasizes IT Service Management (ITSM) practices, particularly incident management and service request fulfillment, ensuring accurate ticket logging, prioritization, and resolution in line with ITIL best practices. The analyst serves as the first point of contact for Incidents and Service Requests related to airport operational systems, coordinating with both internal teams and external suppliers to ensure timely resolution. Success in this role is measured by consistent service delivery that meets client expectations, supports mission-critical airport operations, and aligns with internal and external SLAs.