Job Category:

Information Technology

POSITION PURPOSE

Provides oversight, technical support, and end-user support of Information Technology (IT) Corporate applications and systems utilized by LIFT Academy Students, Associates and Business Units. 

ESSENTIAL DUTIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

Flight Simulator Support Assists with upgrade and maintenance of electronic, electrical, and computing systems in flight simulators (Vertex, Frasca, Diamond), ensuring minimal disruption to training operationsPerforms functional check-outs and software verifications with detailed communication to simulator operators and training staff regarding system status and readinessResponds rapidly to equipment failures and simulator disruptions, coordinating operational assistance with end-users, and providing timely updates to stakeholdersManages parts logistics including receipt, repair coordination, and post-repair validationConducts thorough troubleshooting in collaboration with end users, ensuring resolution feedback loops are closed effectively
 Service CenterServes as administrator of assigned IT and Business Unit applications/systemsMonitors applications and systems to proactively identify issues, communicate potential impacts to stakeholders, and provide documented resolution paths including root-cause analysis (RCA)Ensures all assigned IT tickets are addressed promptly; tracks and communicates status of changes, outages, and resolutions to affected stakeholdersRecognizes, researches, and resolves user issues, escalating complex challenges to specialists while maintaining transparency with end usersConfigures system user accounts and provides timely support for logon and password concernsDevelops and maintains business process automations in Microsoft Power Platform, with updates shared regularly with business unit leaders to measure efficiency gainsResponds to inquiries using comprehensive knowledge of systems and ensures users are informed of status and solutions throughout the lifecycle of their requestConfigures, deploys, and supports mobile and desktop hardware including iPads, PCs, laptops, and peripherals
 Business Partnership & CommunicationManages vendor and internal relationships to ensure optimal application performance and timely updatesCoordinates with business units to streamline application workflows and align IT processes with operational goalsParticipates in cross-functional solution and technical functionality reviews to assess business impact, communicate technical constraints, and gather feedback for continuous improvementServes as visible and accessible point of contact for system support; maintains timely, professional and solution-focused interactionsMentor new associates on best practices, service desk culture, and effective stakeholder engagementPerforms other duties as assigned or required.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

The requirements listed below are representative of the knowledge, skill, and/or ability necessary to perform this job.

EDUCATION and/or EXPERIENCE

Bachelor’s degree (B.A. /B.S.) in Computer Science, Information Technology, or equivalent experienceAt least three (3) years in an IT environmentSoftware Configuration Management experienceSharePoint Online experienceWorking knowledge and experience of O365 Tools

PREFERRED EDUCATION and/or EXPERIENCE

Working knowledge and experience of flight simulator systems Vertex, Frasca and Diamond.Agile/Scrum knowledge preferred, experience with project environments such as JIRAExperience with FreshService or similar ticketing/request platformsExperience with Mobility Management tools such as Intune, Jamf, etc.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.  Be an excellent communicator and collaborator, engaging with multiple technical and business stakeholders and leaders.

REASONING/PROBLEM SOLVING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

DECISION MAKING

Makes decisions daily on use of resources, performance, and budgets.  Decisions could require additional expenditure of resources if not sound decisions.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

Able to move about the work environment. Frequently required to stand, walk, sit, talk and hear.Able to focus with clear vision at 20 inches or less (computer screen)

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounter while performing the essential functions of this job.

Typically, not exposed to extreme environmental conditions.

TRAVEL REQUIREMENTS

Travel up to 25% of the time.

EQUAL OPPORTUNITY EMPLOYER, DISABILITY, AND VETERAN ACCOMODATIONS

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Equal Opportunity Employer, Disability and Veteran Accommodations

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.