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