IT Support Technician II

AerSale, Inc.; Millington (TN); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401K

ESPP

Education Reimbursement

Referral Program

Paid Holidays

Paid Time-Off

Job summary

AerSale, Inc. is seeking an IT Support professional to provide Level 1/2 help desk assistance for desktop, mobile devices, and peripherals.

You will troubleshoot Windows, Microsoft 365, email and app issues, and diagnose hardware, software, and network problems for users across multiple locations. Ideal candidates have 3–5 years of IT support, experience with AD/Azure AD, MDM, and endpoint management tools, and a strong customer-service mindset.

Qualifications

• Requires an IT-focused degree or equivalent experience.
• 3–5 years of IT support or help desk experience.
• Experience with Microsoft 365 administration and troubleshooting.
• Experience with Active Directory and Azure AD.
• Experience with Mobile Device Management.

Responsibilities

• Provide Level 1 and Level 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve Windows, Microsoft 365, email and application-related issues.
• Diagnose hardware, software, network, and connectivity problems.
• Support remote and onsite users across multiple locations.
• Escalate unresolved issues to Tier III support, engineering teams, or vendors as necessary.
• Manage incidents and service requests through the ITSM platform (e.g., Atlassian/Jira)
• Meet established SLA and KPI targets.
• Document troubleshooting steps, root causes, and resolutions.
• Prioritize support requests based on business impact and urgency.
• Create, modify, and disable user accounts and groups in Active Directory and Azure AD.
• Manage password resets, permissions, group memberships, and access requests.
• Support identity and access management processes.
• Support Microsoft 365 applications including: Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint
• Assist with mailbox management, licensing, and user provisioning.
• Deploy, configure, and support desktop and laptop systems.
• Utilize endpoint management tools such as: Microsoft Intune, Autopilot, and Lansweeper
• Follow corporate cybersecurity policies and procedures.
• Support MFA enrollment and troubleshooting.
• Assist with endpoint security initiatives and vulnerability remediation.
• Report security incidents and potential risks.
• Participate in technology refreshes and hardware deployments.
• Support office moves, expansions, and onboarding initiatives.
• Assist with testing and implementation of new technologies.
• Contribute to process documentation and knowledge base articles.
• First-call resolution rate.
• SLA compliance.
• Knowledge article contributions.

Skills

Customer service

Troubleshooting

Documentation

Multi-tasking

Teamwork

Education

Associate's or Bachelor's in IT/CS

Tools

Active Directory

Azure AD

Microsoft 365

Intune

Autopilot

Lansweeper

TeamViewer

ITSM (Jira)

Job description

AerSale® is a global leader and market innovator specializing in aviation products and services to meet the growing demand for aftermarket support in global passenger, cargo, and government segments. Featuring complete aircraft nose-to-tail, value-added offerings, including Aircraft & Component Maintenance, Repair and Overhaul Services (MRO), Aircraft & Engine Sales and Leasing, Used Serviceable Material (USM) Sales and Parts Exchange, Flight Equipment Asset Management Services, Internally developed aircraft and component modifications (engineered solutions) designed to enhance aircraft performance and operating economics (e.g. AerSale®, AerTrak® and AerAware).

For more information, visit us at www.aersale.com.

What We Offer

• Medical Insurance
• 100% Employer Paid Dental, Vision, Life, Short and Long Term Disability Insurance
• 401K with Employer Contribution
• Employee Stock Purchase Plan (ESPP)
• Education Reimbursement (related field)
• Employee Referral Program and Recognition Program
• Paid Holidays and 15 Paid Time-Off Days annually

Essential Duties and Responsibilities:

• Provide Level 1 and Level 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve Windows, Microsoft 365, email and application-related issues.
• Diagnose hardware, software, network, and connectivity problems.
• Support remote and onsite users across multiple locations.
• Escalate unresolved issues to Tier III support, engineering teams, or vendors as necessary.
• Manage incidents and service requests through the ITSM platform (e.g., Atlassian/Jira)
• Meet established SLA and KPI targets.
• Document troubleshooting steps, root causes, and resolutions.
• Prioritize support requests based on business impact and urgency.
• Create, modify, and disable user accounts and groups in Active Directory and Azure AD.
• Manage password resets, permissions, group memberships, and access requests.
• Support identity and access management processes.
• Support Microsoft 365 applications including: Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint
• Assist with mailbox management, licensing, and user provisioning.
• Deploy, configure, and support desktop and laptop systems.
• Utilize endpoint management tools such as: Microsoft Intune, Autopilot, and Lansweeper
• Follow corporate cybersecurity policies and procedures.
• Support MFA enrollment and troubleshooting.
• Assist with endpoint security initiatives and vulnerability remediation.
• Report security incidents and potential risks.
• Participate in technology refreshes and hardware deployments.
• Support office moves, expansions, and onboarding initiatives.
• Assist with testing and implementation of new technologies.
• Contribute to process documentation and knowledge base articles.
• First-call resolution rate.
• SLA compliance.
• Knowledge article contributions.

Education And Experience

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Equivalent experience may be substituted for formal education.
• 3–5 years of IT support or help desk experience.
• Experience with Microsoft 365 administration and troubleshooting.
• Experience with Active Directory and Azure AD.
• Experience with Mobile Device Management.

Preferred Certifications

• CompTIA A+.
• CompTIA Network+.
• Microsoft Certified: Modern Desktop Administrator Associate.
• ITIL Foundation.

Skills And Abilities

• Excellent customer service and communication skills.
• Strong analytical and troubleshooting abilities.
• Ability to manage multiple priorities simultaneously.
• Strong documentation and organizational skills.
• Ability to work independently and within a team environment.

Technical Skills

• Windows 11.
• Microsoft 365.
• Active Directory.
• Remote support tools (TeamViewer).
• Pentagon ERP.

Aersale is an Equal Opportunity Employer. The company prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, general identity, national origin, or for inquiring about, discussing, or disclosing information about compensation. As a Government Contractor Aersale takes affirmative action to employ and advance in employment individuals without regard to disability or veteran status.