IT Operations Engineer

Jeppesen ForeFlight; Austin (TX); Hybrid; USD 82,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Open PTO

401(k) with 10% matching

12 weeks parental leave

Volunteer time off

Employee Assistance Program

Flight Training Stipend

Job summary

Jeppesen ForeFlight is seeking a skilled IT Operations Engineer to join our End User Services team in the Austin area, with remote capabilities. You will act as an escalation resource for Tier I issues, own complex technical work, and contribute to IT projects and process improvements.

You will provide advanced desktop support across macOS and Windows, manage onboarding/offboarding, and help deploy and maintain end-user hardware and software.

Qualifications

• 3–5 years of End User Services / IT support experience with ownership of complex issues.
• Strong experience in hybrid macOS/Windows environments and collaboration tools.
• Experience with Microsoft 365 for email and collaboration.

Responsibilities

• Serve as escalation point for Tier I Helpdesk issues and resolve complex hardware, software, and systems problems.
• Provide advanced desktop and endpoint support for the Austin Metro area.
• Lead onboarding/offboarding, manage hardware procurement and deployment.
• Contribute to IT projects, system upgrades, and service integrations.
• Administer, monitor, and maintain systems impacting productivity and continuity.
• Mentor teammates and promote knowledge sharing within End User Services.
• Deliver exceptional customer service in high-priority situations.

Skills

macOS/Windows support

Microsoft 365 administration

End User Services experience

Onboarding/offboarding processes

Tools

Jira/Confluence

Slack

Zoom

SaaS App Administration

Job description

Jeppesen ForeFlight is seeking a highly capable, customer-focused IT Operations Engineer to serve as an experienced technical resource within our End User Services team, providing desktop and systems support for Jeppesen ForeFlight employees and business partners based in the Austin Metro and remotely. This role will handle escalated issues, take ownership of more complex technical work, and act as a key contributor to IT projects and operational improvements.

Key Responsibilities

• Serve as an escalation point for Tier I Helpdesk issues, troubleshooting and resolving complex hardware, software, and systems problems
• Provide advanced desktop and endpoint support for the Austin Metro area, collaborating closely with End User Services team members and the IT Operations Manager
• Lead and execute onboarding and offboarding processes, ensuring consistent, secure, and high-quality end-user experiences
• Procure, configure, deploy, and maintain end-user hardware, software, and peripherals
• Contribute to IT projects related to new software implementations, system upgrades, and service integrations
• Assist with the administration, monitoring, and maintenance of systems that directly impact business productivity and continuity
• Proactively identify recurring issues, recommend improvements, and help refine End User Services processes and documentation
• Mentor and support team members through cross-training, knowledge sharing, and informal guidance
• Deliver exceptional customer service while maintaining a calm, professional approach in high-priority or time-sensitive situations

Basic Qualifications

• Strong experience supporting hybrid (macOS/Windows) computing environments
• Experience working and supporting Microsoft 365 for email and collaboration
• 3–5 years of End User Services / IT support experience, with demonstrated ownership of complex technical issues and contributions to or ownership of IT projects
• Proven ability to work independently while collaborating effectively within a team environment

Preferred Qualifications

• Experience with endpoint management in Intune and Jamf Pro as well as IT infrastructure monitoring
• Experience with Microsoft 365 Administration
• Working knowledge of Windows Server environments (Active Directory, DHCP, DNS)
• Familiarity with tools such as Atlassian (Jira/confluence), Slack, Zoom, and general SaaS App Administration
• Solid understanding of networking fundamentals (LAN/WAN, VPNs, firewalls, Wi-Fi)
• Scripting or automation experience (Bash, PowerShell, or similar)
• Prior experience mentoring junior IT staff
• Pilot or aviation enthusiast strongly preferred

After-hours or on-call work may be required based on business needs, such as system maintenance/outages, new IT system go-lives, or urgent support for employees.

About Jeppesen ForeFlight

Jeppesen ForeFlight is a leading provider of innovative aviation software solutions, serving the Commercial, Business, Military, and General Aviation sectors globally. Combining Jeppesen’s 90-year legacy of accurate aeronautical data with ForeFlight’s expertise in cutting-edge aviation technology, the company delivers an integrated suite of tools designed to enhance safety, improve operational efficiency, and sharpen decision-making.

Why You Should Join

At Jeppesen ForeFlight, we know you want a rewarding career. To do that, you need challenging projects, a good work environment, and awesome coworkers. We believe in our employees, and we empower them to make a direct impact on our products and services messaging. We strive to provide our team and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits package includes but not limited to the following:

• Medical, dental, vision insurance with employer-paid health premiums
• Open PTO policy
• 401(k) with up to 10% company matching and immediate vesting
• 12 weeks paid parent leave
• 2 days off to volunteer annually
• Employee Assistance Program
• Flight Training Stipend

Jeppesen ForeFlight – EOE including Disability/Vets | Pay Transparency | E-Verify Participant

Pay is based upon candidate experience and qualifications, as market and business considerations: Summary Base Pay Range: $82,000-$100,000 USD.