Technical Support Specialist

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.

Mission Statement

The Technical Support Specialist will be expected to handle technical support requests related to desktop and end user computing, conference room A/V equipment, and software applications. This individual will demonstrate exceptional customer service and communication skills and a passion for supporting our users and working with a wide range of technologies. They will possess strong analytical and troubleshooting skills and efficiently prioritize and resolve support requests while completing assigned project work to meet the needs of the business.

Essential Duties and Responsibilities

Promptly respond to and resolve tier 1 & 2 end user support requests and log activity in the ticketing system. Work closely with the IT Technical Lead and provide proper triage of Tier 3+ support tickets prior to escalation. Provide white glove support for executives, ensuring their technical needs are met with the highest level of service and professionalism Assist in set up and support of A/V equipment and video conferencing software and run all-hands meetings. Administer the organization's Microsoft 365 tenant, including Exchange, Teams, SharePoint, OneDrive, and Intune. 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. 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. Perform other responsibilities and tasks as assigned.

Education and Experience

Minimum of 3 years’ experience providing end-user support in a fast-paced corporate environment. B.S. in Information Systems or Computer Science, or related field. Enjoys interacting with users and solving problems of varying degrees of complexity 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.

Desired Credentials

Exceptional customer service orientation. Ability to effectively prioritize and execute tasks in high-pressure situations. 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. Considers security best practices, business context, and other factors when completing work.