IT Support Coordinator

On April 28, 2021, Avelo took flight as America’s first new airline in nearly 15 years – ushering in a new era of affordable, convenient, and reliable air travel. Founded and led by airline industry veteran, Andrew Levy, along with a team of world-class airline executives, we endeavored to build a different and better kind of airline with one mission in mind: “To inspire travel” and we’ve done so with industry-leading reliability and a caring Soul of Service. If you are looking for the opportunity to join a new and exciting airline that offers the chance to truly make your mark on aviation history, keep reading!

Purpose: The IT Support Coordinator will enable safe, excellent, reliable operations by implementing and ensuring workstation and software systems provide stable, efficient, and cost-effective support for executing the airline’s operating processes. Build simplicity, “one-crew” seamless teamwork, and “always getting better” into the implementation and use of the software and computer systems that help our crewmembers save our customers time and money.

Responsibilities and Outcomes

1. Facilitate the timely and accurate oversight of information technology equipment asset repair, traceability, and logistics.

• Oversee shipping and receiving of all IT equipment
• Accurately process asset assignment
• Ensure proper equipment hardware recycling for reuse and assignment
• OS installation
• Application installation
• Driver and firmware installation
• Autopilot registration
• Process hardware warranty repairs

2. Provide timely resolution of actionable software hardware and user account help desk requests.

• Provide tier-one helpdesk support
• User account creation
• Password resets
• Process user terminations

3. Deliver effective equipment setup and hands-on-assist for stations support. Provide accurate site installation documentation.

• Network equipment, Routers, Firewalls, Switches, Wi-Fi access points, Workstations, Printers, Telecom, Barcode scanners, etc.

4. Assure accurate and timely knowledge base contributions and feedback.

• Creation and maintenance of how-to articles
• Process and procedure documentation creation and maintenance

5. Provide first level network operations support to crewmembers and partners

• Help desk ticket clarification and data gathering
• Process escalations as required to proper higher-level support
• Ensure SLAs are maintained

• Demonstrated knowledge/basic understanding of Windows 10 installation and baseline configuration
• Experience with computer troubleshooting including timely issue, diagnostics, prioritization, and resolution.
• Experience with asset management
• Strong critical thinking with an analytical approach to problem solving
• Demonstrated the ability to work through complex problems to identify root causes and develop effective and simple solutions
• Tenacious problem solving and continuous improvement mindset
• Ability to work cross-functionally and develop relationships
• Strong written and verbal communication skills
• Possible travel for training, deployment, or issue resolution

X-FACTORS:

• Bachelor’s degree in computer science or IT related field preferred
• A+ or Network+ Certification or higher preferred
• Microsoft Mobility Certification (MTA, MCSE, or MCSA) preferred
• Experience in aviation preferred

May perform other responsibilities, as assigned. Responsibilities and duties may change when circumstances dictate (e.g., emergencies, changes in workload, rush jobs or technical developments, etc.).

Avelo is an Equal Opportunity Employer.