IT Help Desk Analyst

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The Gogo Business Aviation IT Help Desk Analyst I will be responsible for the configuration, maintenance, and
performance of Gogo's enterprise hardware and software systems. This is a hands-on position requiring good
technical skills in addition to excellent interpersonal and communication skills.

This is an extremely exciting time at Gogo, where our newest products are enabling us to provide real-time
world class support and customization unlike anything else in business aviation. This is a key role for our
organizational success as we continually push the limits of what is possible in aviation – both on the ground and
in the air.

DO YOU LOVE TECHNOLOGY? DO YOU HAVE EMPATHY AND WANT TO HELP PEOPLE? THEN PLEASE
READ ON!

COME ON BOARD THE GOGO BUSINESS AVIATION CORPORATE IT TEAM!

HOW WILL YOU MAKE A DIFFERENCE
• Provide outstanding customer service both in person and via remote tools.
• Respond to support requests through email, phone, and chat platforms for users with situational levels of
urgency.
• Document each issue, diagnosis, and resolution within the case management system and IT
knowledgebase.
• Install, configure, troubleshoot, resolve and/or escalate incidents related to employee hardware,
enterprise software, access and authentication, network and VPN issues, virtual meeting solutions, and
more.
• Support a suite of Microsoft Office 365 E5 applications on both Windows and Mac operating systems.
• Equip workspaces and offices with monitors, docking stations, and other desktop equipment.
• Accurately maintain asset inventory and adhere to asset management policies and procedures
• Administer, image, and troubleshoot Windows and Mac endpoints using Intune and JAMF
• Support telephony systems for business groups, Customer Operations and hardware engineering teams
• Equip workspaces and offices with monitors, docking stations, and other desktop equipment

QUALIFICATIONS
• Associate's Degree from an accredited institution in a relevant discipline (Information Systems,
Computer Science, Engineering, etc.) or equivalent work experience
• Up to 2 years in an IT support role
• CompTIA A+ Certification
• CompTIA Network+ Certification
• CompTIA Security+ Certification
• Apple Certified Support Professional (ACSP)
• Microsoft 365 Certifications
• Limited travel and scheduled availability

REQUIRED KNOWLEDGE, SKILLS, AND TALENTS
• Familiarity and foundational understanding of Mac, Windows 10/11 OS, MS365, Entra and Microsoft AD
• Familiarity with endpoint imaging, deployment & management solutions (Intune, JAMF Pro)
• Sound analytical, planning, organizational, and problem-solving skills
• Familiarity with Help Desk ticketing systems
• Familiarity supporting A/V solutions in conference rooms and workstations
• Familiarity with RDWeb, Cisco VPN, and Microsoft Direct Access
• Creative thinker and team-player with an outgoing personality and strong initiative
• End-users focus on exceptional support and solution interactions
• Ability to manage multiple tasks and assignments

PHYSICAL DEMANDS
• Ability to lift and transport up to 50 lbs of equipment or packages, which may involve squatting, bending,
or kneeling

Equal Pay Disclosure(s)

Base Pay:

Target Annual Short-Term Incentive:

Eligible for Incentive Stock Program:

Benefits:

Gogo offers competitive benefits including medical, dental and vision coverage with plans that can fit each employee’s needs. We offer an immediate vesting 401k plan, paid time off and volunteer time off. Employees have the option to participate in an Employee Stock Purchase Plan. Visit the Careers page on our website for more information at www.gogoair.com/careers.

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Gogo is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity.

Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.  

The EEO is the law and is available here. Gogo participates in E-Verify (English and Spanish). Right to Work Statement (English and Spanish).