Spec, IT Desk Support

Gategroup Holding; Newark (NJ); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Paid time off

401k with company match

Company sponsored life insurance

Medical, dental, vision plans

Voluntary disability insurance

Voluntary life and hospital plans

Employee Assistance Program

Commuter benefits

Employee discounts

Meals available

Job summary

gategroup is seeking a motivated IT Deskside Support Analyst to deliver 1st and 2nd line technical support for business users. Responsibilities include resolving incidents, logging activities in ITSM, and assisting with asset management to maintain reliable IT operations.

The role requires hands-on hardware, software, and network support across local sites, with travel to JFK, LGA and EWR1/EWR2 on a rotating schedule. The base location is Newark, NJ, with an emphasis on customer-first service.

Qualifications

• Completed vocational training as IT specialist or equivalent.
• Certifications such as CompTIA A+, MD-100/MD-101, ITIL Foundation are advantageous.
• Experience with ITSM systems and ITIL basics is beneficial.

Responsibilities

• Provide deskside and remote IT support to ensure stable operations.
• Log and track activities in ITSM tooling and prioritize tasks.
• Assist with asset management and lifecycle processes.
• Travel between nearby offices to provide on-site support as required.

Skills

Windows OS

Microsoft 365

End-user support

Troubleshooting

Remote support tools

ServiceNow

VPN

Active Directory

Network basics

Customer service

Education

Vocational IT training

CompTIA A+ or equivalent

Microsoft Certifications (MD-100/MD-101)

Tools

ServiceNow

Remote Desktop

Job description

We’re looking for motivated, engaged people to help make everyone’s journeys better.

The IT Deskside Support Analyst provides 1st and 2nd line technical support to business users and assists with IT-related activities across one or more local sites. The role focuses on resolving IT incidents and service requests raised through the gategroup IT Service Desk, ensuring high-quality and timely support to maintain business operations.

Working closely with IT colleagues and external vendors, the analyst supports local hardware, software, and network environments, ensuring that all systems operate reliably and in line with gategroup’s IT standards and processes.

Hourly Rate

Pay range:$21.96-$27.45/hour

Benefits

• Paid time off
• 401k, with company match
• Company sponsored life insurance
• Medical, dental, vision plans
• Voluntary short-term/long-term disability insurance
• Voluntary life, accident, and hospital plans
• Employee Assistance Program
• Commuter benefits
• Employee Discounts
• Meals available

Main Duties and Responsibilities

1. Support and Maintenance

Deliver deskside and remote technical support for business users to ensure stable and reliable IT operations.

• Troubleshoot and resolve incidents escalated via the Global Service Desk.
• Log and track all activities in the IT Service Management (ITSM) tool.
• Prioritize tasks effectively while keeping users informed of progress.
• Escalate complex issues to senior IT teams or third-party providers when required.

2. Asset Management

Assist in managing IT hardware assets in accordance with lifecycle management processes.

• Support the installation, setup, and relocation of desktops, laptops, and peripherals.
• Maintain accurate asset records and report on equipment status and availability.
• Ensure the safe handling and disposal of IT hardware following company procedures.
• Promote the use of standard, approved IT equipment and configurations.

3. Collaboration and Continuous Improvement

Contribute to effective teamwork and ongoing service improvement.

• Participate in team meetings and knowledge-sharing activities.
• Travel between nearby gategroup offices when required to provide on-site support.
• Home base EWR2, Travel required to JFK, LGA and EWR1 on rotating weeks.
• Support the introduction and rollout of new IT tools and technologies.
• Maintain strong working relationships with IT colleagues and end users.
• Carry out additional IT support tasks as reasonably assigned.

Education

• Completed vocational training as an IT specialist or a comparable technical qualification in Information Technology.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation are an advantage.

Work Experience

• 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.
• Exposure to supporting users in an international or multi-site environment is a plus.

Technical/Language Skills

• Good knowledge of Windows operating systems, Microsoft 365, and common business applications.
• Basic understanding of Active Directory, network connectivity, and VPN technologies.
• Experience supporting laptops, desktops, printers, and mobile devices.
• Familiarity with remote support tools and ticketing systems (e.g., ServiceNow).
• Strong troubleshooting and problem-solving skills with a customer-first mindset.
• Fluent English (written and verbal) and local language knowledge

gategroup Competencies Required to be Successful in the Job

• Thinking – Information Search and analysis & problem resolution skills
• Engaging – Understanding others, Team Leadership and Developing People
• Inspiring – Influencing and building relationships, Motivating and Inspiring, Communicating effectively
• Achieving – Delivering business results under pressure, Championing Performance Improvement and Customer Focus

Demonstrated Values to be Successful in the Position

Employees at gategroup are expected to live our Values of Excellence, Passion, Responsibility and Respect. To demonstrate these Values, we expect to observe the following from everyone:

Excellence

We put the customer at the forefront of everything we do, taking time to understand their needs, wishes and desires.

We constantly learn by giving and receiving feedback, improving from our mistakes and bettering ourselves.

Passion

Hospitality, in its purest form, comes down to a single, core principle: care. We do everything with thoughtfulness, attention, and care.

We have a growth mindset, a resilience that makes us determined to bounce back from failures and setbacks.

Responsibility

We care about what we do, and we understand the impact we have on others and the planet.

We always look out for each other –creating a safe workplace environment is everyone’s responsibility.

Respect

Every job matters. We each do our part to ensure our colleagues and our customers succeed in their goals.

We respect each other’s voices and foster a workplace that supports inclusion and belonging. We are all one gategroup.

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

gategroup is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or other category under applicable law.

For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

We anticipate that this job will close on: 08/23/2026

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