IT Operations Engineer

About the role

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.

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.

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.

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