The Role
The Technical Support Lead manages end user support requests, oversees hardware and software installations, and leads IT projects while maintaining systems, security, and documentation.
Summary Generated by Built In
About JSSI
Founded in 1989 and headquartered in Chicago, Jet Support Services, Inc. (JSSI) is the largest independent provider of hourly cost maintenance programs for business aviation. JSSI delivers comprehensive coverage for engines, airframes, and auxiliary power units (APUs) across more than 300 different aircraft makes and models, helping owners and operators stabilize maintenance budgets, maximize aircraft availability, and protect asset value throughout the lifecycle of ownership. JSSI has built a portfolio of complementary business lines designed to simplify the economic and technical complexity of business aviation; these include Maintenance teams, Traxxall maintenance tracking software, Parts & Engines, Conklin aircraft cost and performance data, and Aviation Capital asset-based financing solutions. Together, these offerings support owners, operators, and maintenance providers with integrated tools spanning ownership and maintenance planning, execution, and financial management. With more than 6,500 aircraft supported through programs and software platforms, JSSI leverages its unique independence, unmatched scale, and data-driven insight to deliver customized solutions and support models aligned to the interests of each client — regardless of aircraft platform. JSSI is backed by leading institutional investors GTCR, Genstar Capital, and Blackstone. Learn more at jetsupport.com.
Essential Duties and Responsibilities:
· Promptly respond to and resolve tier 1, 2, and 3 end user support requests and log activity in the ticketing system.
· Install, configure, test, maintain, and troubleshoot workstations, peripherals, and networking devices such as firewalls, routers, and switches.
· Follow detailed employee onboarding and offboarding procedures, provisioning and deprovisioning accounts and system access in a timely manner.
· Provide after-hours on-call support as required.
· Maintain hardware and software inventories and ensure Azure Active Directory, on-premises Active Directory, and Intune are kept up to date.
· Set up A/V equipment and video conferencing software and support live meetings.
· Procure IT hardware and software application licenses.
· Monitor and respond to security alerts taking remedial action as necessary.
· Create and maintain technical user guides and IT procedures.
· Serve as project lead or technical resource for a variety of IT projects.
· Perform other responsibilities and tasks as assigned.
Education and Experience
- Minimum of 4 years’ experience providing end user support in a fast-paced corporate environment.
- B.S. in Information Systems or Computer Science, or related field.
- Certifications such as Microsoft 365 Certified Administrator, A+, and CCNA preferred.
- Excellent knowledge of Windows operating systems, especially Windows 11.
- Minimum of two years’ experience working in the Microsoft 365 Admin Center, Azure Active Directory, and on premises Active Directory.
- Minimum of two years’ experience administering and supporting Microsoft applications such as Outlook, Teams, Excel, Word, SharePoint, and OneDrive.
- Hands-on hardware troubleshooting experience including laptops, desktops, conferencing equipment, printers, and peripherals.
- Experience with diagnostic utilities including Windows task manager, performance monitor, event viewer, and command line utilities.
- Experience resolving issues related to Windows networking including IP addressing, DHCP, DNS, and network interface configuration.
- Experience with computer imaging and package deployment solutions.
Personal Attributes
- Possesses high level of reliability and personal integrity.
- Exceptional customer service orientation.
- Excellent oral and written communication skills.
- Able to work independently to troubleshoot and resolve a wide range of technical issues.
- Eager to learn and implement new technologies.
- High attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in high-pressure situations.
- Considers security best practices, business context, and other factors when completing work.
JSSI is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristic protected by law.
JSSI does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or Recruiting Team.
Skills Required
- Minimum of 4 years' experience providing end user support
- B.S. in Information Systems or Computer Science, or related field
- Certifications such as Microsoft 365 Certified Administrator, A+, and CCNA preferred
- Excellent knowledge of Windows operating systems
- Minimum of two years' experience with Microsoft 365 Admin Center
- Hands-on hardware troubleshooting experience
- Experience resolving issues related to Windows networking
- Experience with computer imaging and package deployment solutions
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The Company
What We Do
For more than 30 years, Jet Support Services, Inc. (JSSI), has been the leading independent provider of maintenance support and financial services to the business aviation industry. JSSI is responsible for maintaining in excess of 2,000 business jets, regional jets and helicopters across the globe and serves customers through an infrastructure of certified technical advisors. JSSI leverages this technical knowledge, experience, buying power and data to provide support at every stage of the aircraft life cycle; from aircraft acquisition to aircraft teardown and part out. GTCR, a leading private equity firm, is a majority investor in JSSI.
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