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:
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.
Core Competencies Required:
Customer Focus: Delivers prompt, courteous, and effective support to all users.
Accountability: Takes ownership of assigned tasks and follows through to resolution.
Teamwork: Works collaboratively and supports colleagues to achieve common goals.
Communication: Explains technical information clearly to non-technical users.
Adaptability: Remains flexible and calm under pressure in a fast-paced environment.
Continuous Learning: Proactively develops skills and keeps knowledge up to date.
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
We anticipate that this job will close on:
05/10/2026
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