Technical Support Lead

About JSSI

For more than 35 years, Jet Support Services, Inc. (JSSI) has been the leading independent provider of maintenance support, advisory services, software, and financial tools to the business aviation industry. With 6,000+ aircraft supported by maintenance programs and software platforms, JSSI leverages this wealth of data, scale, and innovation to drive cost savings and provide custom solutions that align to the interests of each client, regardless of make or model. Learn more at jetsupport.com.

JSSI products and services include:

Maintenance Programs. Hourly Cost Maintenance Programs to stabilize maintenance budgets, maximize aircraft availability and enhance residual value.

Parts & Leasing. Experienced product line specialized team who leverages our All-OEM inventory and global vendor relationships and go beyond parts sourcing to find optimal customer solutions.

Software: Traxxall and Conklin & de Decker. Powerful data platforms to help you make more informed decisions, from choosing the right aircraft to tracking your maintenance, inventory, and MRO projects.

Advisory Services. Objective insights and independent technical advice from a global team of technical advisors and ASA-accredited appraisers for virtually any business jet, turboprop or helicopter.

Aviation Capital. Customized asset-based finance solutions for business aviation.

Mission Statement:

The Technical Support Lead will serve as the primary point of contact for all technical support requests related to desktop and end user computing, conference room A/V equipment, and software applications.

This individual will demonstrate exceptional customer service and communication skills and a passion for supporting our users and working with a wide range of technologies. They will possess strong analytical and troubleshooting skills and efficiently prioritize and resolve support requests while completing assigned project work to meet the needs of the business.

Essential Duties and Responsibilities:

• Promptly respond to and resolve tier 1, 2, and 3 end user support requests and log activity in the ticketing system.
• Act as the primary escalation contact for all tech support issues and provide direction and guidance to tech support specialists.
• Provide white glove support for executives, ensuring their technical needs are met with the highest level of service and professionalism
• Set up and support A/V equipment and video conferencing software and run all-hands meetings
• Administer the organization's Microsoft 365 tenant, including Exchange, Teams, SharePoint, OneDrive, and Intune.
• Install, configure, test, maintain, and troubleshoot workstations, peripherals, and networking devices such as firewalls, routers, and switches.
• Follow detailed employee onboarding and offboarding procedures, provisioning and deprovisioning accounts and system access in a timely manner.
• Provide after-hours on-call support as required.
• Maintain hardware and software inventories and ensure Azure Active Directory, on-premises Active Directory, and Intune are kept up to date.
• Procure IT hardware and software application licenses.
• Monitor and respond to security alerts taking remedial action as necessary.
• Create and maintain technical user guides and IT procedures.
• Serve as project lead or technical resource for a variety of IT projects.
• Perform other responsibilities and tasks as assigned.

Education and Experience:

• Minimum of 4 years’ experience providing end user support in a fast-paced corporate environment.
• B.S. in Information Systems or Computer Science, or related field.
• Enjoys interacting with users and solving problems of varying degrees of complexity
• Certifications such as Microsoft 365 Certified Administrator, A+, and CCNA preferred.
• Excellent knowledge of Windows operating systems, especially Windows 11.
• Minimum of two years’ experience working in the Microsoft 365 Admin Center, Azure Active Directory, and on premises Active Directory.
• Minimum of two years’ experience administering and supporting Microsoft applications such as Outlook, Teams, Excel, Word, SharePoint, and OneDrive.
• Hands-on hardware troubleshooting experience including laptops, desktops, conferencing equipment, printers, and peripherals.
• Experience with diagnostic utilities including Windows task manager, performance monitor, event viewer, and command line utilities.
• Experience resolving issues related to Windows networking including IP addressing, DHCP, DNS, and network interface configuration.
• Experience with computer imaging and package deployment solutions.

Desired Credentials:

• Exceptional customer service orientation.
• Ability to effectively prioritize and execute tasks in high-pressure situations.
• Excellent oral and written communication skills.
• Able to work independently to troubleshoot and resolve a wide range of technical issues.
• Eager to learn and implement new technologies.
• High attention to detail.
• Proven analytical and problem-solving abilities.
• Considers security best practices, business context, and other factors when completing work.

At JSSI, we are committed to rewarding our team members with competitive and comprehensive compensation packages that reflect their contributions and talent.

For this role, the annual base pay generally ranges from $90,000 to $100,000, with the final offer determined by variable factors including but not limited to market location, job-specific knowledge, skills, education, and experience. In addition, your total rewards package may include an annual discretionary bonus plan, incentive or sales bonus plan, or other form of additional compensation, based on your role.

JSSI is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristic protected by law.

JSSI does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or Recruiting Team.