Help Desk Support

Since 2018, Elevate Aircraft Seating has been enhancing the passenger experience through innovative aircraft seat design and manufacturing. With locations in California, Washington, and Germany we are guided by creativity, collaboration, and a shared commitment to quality.

We are looking for a skilled Help Desk Support to join our team in Huntington Beach, CA. This is an on-site position based in Huntington Beach, CA. We value teamwork, inclusivity, and continuous professional development, and we offer competitive benefits along with opportunities for growth.

Export Control Requirements:

This position must meet U.S. export control compliance requirements. To meet U.S. export control compliance requirements, a “U.S. Person” as defined by 22 C.F.R. §120.62 is required. “U.S. Person” includes U.S. Citizen, U.S. National, lawful permanent resident, refugee, or asylee.

JOB SUMMARY

The Help Desk Support is responsible for providing technical assistance and troubleshooting support for hardware, software, network connectivity, and user access issues to ensure the efficient operation of the organization's IT systems. This position diagnoses and resolves technical problems, manages service requests, configures and deploys IT equipment and software, and supports employee onboarding and offboarding activities. The Help Desk Support collaborates with internal departments, IT team members, and external vendors to resolve technical issues, maintain system accessibility, and minimize operational disruptions. This position also provides end-user training, maintains technical documentation, and contributes to continuous improvement initiatives to enhance IT service delivery and the overall user experience.

SUMMARY OF JOB DUTIES - Essential Functions (Other duties and projects may be assigned or requested.)

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Technical Support & Troubleshooting

• Diagnose, troubleshoot, and resolve hardware, software, application, and peripheral issues involving company-issued desktops, laptops, mobile devices, and other end-user technology.
• Provide technical assistance to employees in person, remotely, and over the phone, communicating solutions clearly and professionally to minimize operational disruptions.
• Troubleshoot wired and wireless network connectivity, VPN access, email, and Microsoft 365 applications, including Outlook, SharePoint, Word, and Excel.
• Diagnose and resolve printer, copier, and other peripheral equipment issues, including configuration, connectivity, and coordination with third-party vendors when necessary.
• Support conference room technology, including audiovisual equipment, connectivity, and collaboration tools.
• Perform basic hardware repairs, equipment maintenance, and troubleshooting within established IT procedures, escalating complex issues to specialized IT personnel or vendors as appropriate.

IT Service Management & Ticket Resolution

• Monitor, manage, and respond to assigned help desk tickets through the organization's IT service management system, ensuring accurate documentation and timely resolution.
• Evaluate, categorize, and prioritize technical issues based on urgency, business impact, and operational needs, escalating critical incidents appropriately.
• Document troubleshooting steps, resolutions, and recurring technical issues to support effective communication, knowledge sharing, and continuous improvement.
• Coordinate with other IT team members, internal departments, and external vendors to resolve escalated issues and maintain service continuity.

User Account Administration & Access Management

• Create, modify, and deactivate user accounts in Active Directory, Microsoft Entra ID, and other authorized systems in accordance with established access management procedures.
• Assign and update user permissions, security groups, and system access based on approved requests and organizational requirements.
• Troubleshoot account access, authentication, password, and permission-related issues while maintaining compliance with established IT security policies.

Employee Onboarding, Offboarding & Equipment Configuration

• Configure, install, and deploy approved hardware, software, operating systems, and peripheral equipment for new and existing employees.
• Prepare employee workstations, including computers, monitors, docking stations, keyboards, and other required technology, to support operational readiness.
• Provide new employees with initial technical orientation and guidance on system access, account login, VPN connectivity, and standard IT applications.
• Support employee transfers and separations by coordinating required equipment changes, account modifications, and timely access deactivation.
• Assist with software installations and evaluate nonstandard software requests for escalation to IT management and security personnel for review and approval.

IT Security & Operational Support

• Support established IT security procedures, including user access controls, account administration, and the identification and escalation of potential security concerns.
• Assist with phishing-related support activities and user-reported suspicious communications in accordance with established IT security procedures.
• Provide basic troubleshooting of end-user network connections and related equipment, escalating advanced infrastructure or network issues to designated IT specialists.
• Maintain accurate technical documentation, troubleshooting guides, and knowledge base resources to support consistent IT service delivery.

End-User Training & Continuous Improvement

• Provide one-on-one technical guidance and training to employees on approved software, hardware, and standard IT processes.
• Identify recurring technical issues and recommend improvements to troubleshooting procedures, user support processes, and overall service efficiency.
• Collaborate with IT team members to implement approved process improvements, technology updates, and support-related initiatives.

Other

• Maintain a safe, secure and legal work environment, adhering to all Company policies and procedures.
• Protect the confidentiality of the Company’s information and products.
• Contribute to team efforts by performing other job-related duties and projects as assigned or requested.

GENERAL QUALIFICATIONS – Education, Knowledge, and Experience

Education

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical field, or a minimum of 3 years of relevant IT support experience in lieu of a degree.
• High school diploma or GED equivalent is required.

Experience:

Level I:

• 1–3 years of experience providing IT help desk, desktop support, or related technical support services.
• Experience troubleshooting basic computer hardware, software, peripheral, and end-user connectivity issues using established procedures and guidance.

Level II:

• 3–5 years of experience providing IT help desk, desktop support, or related technical support services.
• Demonstrated experience independently diagnosing and resolving moderately complex hardware, software, network connectivity, and user access issues.
• Experience supporting user account administration, IT service management systems, and coordinating technical issue resolution with internal IT teams or external vendors.

Level III:

• 5+ years of progressively responsible experience providing IT help desk, desktop support, or related technical support services.
• Advanced experience independently diagnosing and resolving complex, recurring, or escalated technical issues across hardware, software, network connectivity, and user access systems.
• Demonstrated experience identifying root causes, improving troubleshooting processes, and contributing to technical documentation, knowledge sharing, and IT service improvements.

Skills:

• Knowledge of computer hardware, software, operating systems, peripheral devices, and troubleshooting techniques in a Microsoft-based enterprise environment.
• Working knowledge of Active Directory and Microsoft Entra ID, including user account provisioning, deprovisioning, security groups, access permissions, and authentication troubleshooting.
• Ability to diagnose and resolve technical issues involving Microsoft 365 applications, network connectivity, VPN access, printers, and other end-user technologies.
• Ability to prioritize, document, troubleshoot, and resolve technical support requests using IT service management systems while recognizing business impact and appropriate escalation requirements.
• Strong analytical, problem-solving, communication, and customer service skills, with the ability to explain technical information clearly and work effectively with employees, IT teams, and external vendors.

Preferred Skills/Experience:

• Experience with Microsoft Intune administration, endpoint configuration, device deployment, and management.
• Experience with Microsoft 365 administration, including user and license management, SharePoint Online, and Microsoft Teams.
• Familiarity with Microsoft Azure services, identity management, and cloud-based administration.
• Experience supporting enterprise software licensing and administration, including Adobe Creative Cloud or similar applications.
• Experience with FreshService or comparable IT service management platforms, technical documentation, knowledge base development, and IT support process improvements.

Other:

• Extended or irregular hours may be required.
• Must be authorized to work in the United States.
• Elevate Aircraft Seating is an “at-will” employer; employment is at the mutual consent of both the employee and the employer, and may be terminated at will for any reason, with or without cause, at any time during employment with the Company.
• As business conditions warrant a change in the operating necessities of the Company, all employees are expected to react productively, handle other essential tasks assigned now or in the future.

CERTIFICATES AND LICENSES

• N/A

SUPERVISION PROVIDED TO THE POSITION

• Level I: Direction and necessary guidance are provided in terms of tasks and objectives. Work is measured based on how well objectives have been met. Receive detailed instructions as needed.
• Level II: Direction and necessary guidance are provided in terms of tasks and objectives. Work is measured based on how well objectives have been met. Receives detailed instructions as needed.
• Level IlI: Direction and necessary guidance are provided in terms of tasks and objectives. Work is measured based on how well objectives have been met. Receives detailed instructions as needed.

LEADERSHIP RESPONSIBILITY

• Level I: N/A
• Level II: May oversee the work of others and assist in the training and coaching of team members.
• Level III: May oversee the work of others and assist in the training and coaching of team members.

PROBLEM SOLVING

• Develop and provide solutions to complex problems based on established precedents and are consistent with organization objectives.

PROBLEM SOLVING

• Ability to communicate clearly and effectively in English, both reading and verbally.

COMPENSATION & BENEFITS

Elevate Aircraft Seating offers competitive wages and benefits to recognize employees for their work. The base pay offered will vary depending on job-related knowledge, skills, location, experience and take into account internal equity.

Hourly Rate Transparency: $24.00 - $33.00 per hour

Featured Benefits:

• Generous 401(K) matching with immediate eligibility and vesting
• 3 weeks of Paid Time Off
• 12 paid holidays
• Affordable health care plans for yourself and your family
• And so much more!

Other Perks:

• On-site gym
• Free electric car charging stations
• Potential for growth within organization
• Supportive workplace environment with a team-oriented culture