{"id":3833859,"url":"https://alion.io/job/black-box-it-servicedesk-analyst","title":"IT ServiceDesk Analyst","company":{"id":704481,"name":"Black Box","domain":"blackbox.com","url":"https://alion.io/company/blackbox-6","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":76,"open_postings":40,"ghost_share":0,"stale_share":0.95,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Newark, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-11-05T17:36:42Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-05T20:19:04Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Primary Roles & Responsibilities\nAct as the initial point of contact for clients requiring support for airport systems, applications, and infrastructure provided by multiple suppliers.\n\nLog, categorize, prioritize, and resolve incidents and service requests in accordance with ITIL/ITSM processes, with strong attention to operational impact.\n\nPerform first-level troubleshooting and resolution; escalating incidents and requests to Tier 2 support or to external suppliers following documented procedures.\n\nCoordinate with multiple vendors and suppliers, ensuring that escalated issues are tracked, updated, and resolved within agreed contractual SLAs.\n\nMonitor service desk tickets and ensure timely updates and closure for all assigned cases.\n\nDocument all actions taken, resolution details, and supplier interactions to maintain accurate records and knowledge sharing.\n\nSupport Problem Management efforts by identifying recurring issues, contributing to root cause analysis, and recommending supplier or internal process improvements.\n\nCollaborate closely with suppliers, internal IT teams, and airport system owners to ensure seamless handoffs and effective incident communication.\n\nMaintain awareness of airport operational priorities, ensuring that incidents with potential to disrupt critical services are escalated appropriately.\n\nContribute to the development and maintenance of knowledge base articles, SOPs, and escalation guides for airport systems.\n\nContinuously develop technical and ITSM expertise through training and professional development, with a focus on multi-supplier service integration.\n\nPerform other duties as assigned by management.\n\nKnowledge, Skills, and Abilities\nStrong knowledge of IT Service Management (ITSM) principles with practical experience in ITIL Incident, Request, and Problem Management.\nUnderstanding of multi-supplier service delivery models, with ability to coordinate across vendors while ensuring accountability and SLA adherence.\nStrong troubleshooting skills with ability to triage and resolve common hardware, software, and network-related issues.\nExcellent communication skills to interact with clients, suppliers, and internal teams, maintaining professionalism under pressure.\nAnalytical and problem-solving skills with ability to identify patterns, trends, and improvement opportunities.\nStrong customer service orientation, particularly in high-demand, mission-critical environments such as airport operations.\nEducation / Experience Requirements\nHigh School Diploma or equivalent required, Associate’s or Bachelor’s degree in Information Technology or related field preferred.\n1+ years of Service Desk or IT support experience; experience in aviation, transportation, or other mission-critical environments preferred.\nFamiliarity with airport systems (e.g., flight information, baggage handling, passenger processing, communications) is a strong advantage.\nPrior experience coordinating with multiple suppliers/vendors in a technical support or ITSM environment.\nExperience with ITSM tools such as ServiceNow, Ivanti, BMC Remedy, or similar.\nProficient in Microsoft 365 suite (Word, Excel, Outlook, Teams, SharePoint).\nITIL Foundation certification (preferred or must be obtained within 12 months of hire).\nKey Success Factors\nConsistently meets SLAs for incident and request handling, including escalations to external suppliers.\nEnsures smooth coordination and communication across multi-supplier environments.\nMaintains high levels of customer satisfaction, especially during critical airport operational events.\nContributes to continuous improvement in service delivery, supplier collaboration, and knowledge management.","description_format":"text","description_chars":3682,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Infrastructure & Networking Services","Network Equipment","Managed IT Services (MSP)","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-11-05T20:19:04Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":48,"reasons":["conf:4","win:early","comp:junior,brand"],"computed_at":"2026-11-06T00:21:34Z"},"pay":null,"html_url":"https://alion.io/job/black-box-it-servicedesk-analyst","json_url":"https://alion.io/job/black-box-it-servicedesk-analyst.json","meta":{"generated_at":"2026-11-06T00:21:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":623,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":704481},"rest":"https://alion.io/mcp/rest/get_company?id=704481"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fblack-box-it-servicedesk-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fblack-box-it-servicedesk-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fblack-box-it-servicedesk-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/black-box-it-servicedesk-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fblack-box-it-servicedesk-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3833859}},{"tool":"search_jobs","arguments":{"company":"blackbox.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3833859},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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Docs: https://alion.io/developers"}}