Desktop Support (Entry Level)

About the role

The Desktop Support Associate provides first-line technical support for aviation business systems and end-user technology. This role supports Aery Aviation’s team in five locations by troubleshooting devices, connectivity, and common software issues, while following strict availability, security, and compliance expectations typical in aviation and office environments. This is an entry level role and 100% on-site.

Responsibilities

• End-User Support & Troubleshooting: Respond to helpdesk tickets and user requests promptly and professionally; troubleshoot issues with laptops/desktops, peripherals, printers/scanners, email and collaboration tools (e.g., Microsoft 365), common business applications; escalate incidents requiring deeper technical expertise to the IT Manager; document troubleshooting steps and outcomes accurately in the ticketing system.
• Account, Device & Access Management: Support user onboarding/offboarding (creating accounts, setting permissions, group membership, managing mailbox and shared resource access); assist with device imaging, configuration, software installation, and updates; support remote access tools and basic authentication workflows as directed.
• Network & Connectivity Support: Assist in diagnosing connectivity issues (LAN/Wi-Fi/VPN basics); support endpoint connectivity to internal resources and cloud services; help validate connectivity after changes (with guidance from IT Manager).
• Security, Compliance & Best Practices (Aviation-Aligned): Follow security procedures including patch/update routines (as approved), endpoint protection and phishing awareness reporting, handling access requests using approved processes; ensure devices and credentials are treated according to company policy; support compliance requirements for audit readiness (documentation, evidence capture).
• Documentation, Asset Management & Monitoring Assistance: Maintain and update inventory records for hardware/software; assist with routine checks (device health, software status, backups—if applicable); contribute to SOPs and knowledge base articles to improve resolution times.
• Incident Support & Availability Focus: Support “service availability” needs during operational hours; participate in outage/incident activities as assigned; maintain calm, clear communication with users during urgent disruptions.

Requirements

• 0–2 years of IT support experience (internships and school projects count).
• Strong customer service and communication skills (clear, concise explanations).
• Basic troubleshooting ability for Windows and common business applications.
• Working knowledge of Active Directory and/or Microsoft 365.
• Basic networking concepts (IP, DNS, DHCP, Wi-Fi).
• Helpdesk/ticketing workflows (preferred).
• Nice to have: Experience with Microsoft 365 administration (Exchange/Teams/SharePoint basics); familiarity with endpoint management tools (e.g., Intune/Jamf—any exposure helpful); experience supporting environments with high operational uptime expectations.
• Certifications: CompTIA A+ (preferred), CompTIA Network+ (beneficial), Microsoft Fundamentals / MCSA-track basics (beneficial).
• Work Conditions: 100% on-site during standard business hours; may require occasional after-hours coverage during deployments, incidents, or scheduled maintenance.
• Physical Requirements: Ability to lift/move office IT equipment (e.g., laptops/monitors) as required by policy; ability to move about the facility often requiring long periods of standing, squatting and lifting objects up to 50 pounds.
• Employment contingent upon successful completion of a pre-employment background check, consistent with applicable laws and company policies; some positions may require drug testing.

Pay

The Pay Range For This Role Is 20 - 25 USD per hour (Aery Aviation LLC - PHF / Corporate Office)