IT Desktop Support Technician

About Aero Engineering Support Group, Inc.

Aero Engineering Support Group, Inc. (AESG) provides specialized test and repair solutions for numerous military and commercial avionics systems, including accessories, circuit cards, power supplies, navigation systems, displays, and structural components. The company focuses on delivering innovative, cost-efficient testing and complex electronic repair services globally, offering opportunities to work with cutting-edge technologies in mission-critical environments.

Key Responsibilities

• Deploy, configure, and image PCs using USB tools and Microsoft Intune.
• Diagnose and resolve a variety of IT hardware, software, network, and user account issues.
• Manage support requests through an IT ticketing system efficiently and promptly.
• Communicate effectively with users via phone, email, Microsoft Teams, and in-person to understand and solve problems.
• Utilize remote desktop software such as RDP and Splashtop to assist users remotely.
• Administer user accounts, permissions, and security groups within Microsoft Active Directory and Azure AD.
• Oversee device compliance and deploy configuration profiles and applications through Microsoft Intune.
• Recognize when to escalate issues to senior IT personnel with full documentation.
• Assist with onboarding and offboarding tasks, including device setups and account provisioning.
• Maintain detailed records of IT assets and supplies.
• Adhere to AESG's IT policies, security protocols, and procedures to ensure secure operations.

Required Qualifications

• Associate degree in IT or equivalent experience.
• Experience with imaging and building PCs using USB-based tools and Microsoft Intune; familiarity with Autopilot is advantageous.
• Competent in resolving basic to intermediate technical issues in hardware and software.
• Previous experience working with IT ticketing systems.
• Strong communication and interpersonal skills to assist users through various channels.
• Working knowledge of Microsoft Active Directory, Azure AD, and Microsoft Intune.
• Ability to prioritize and operate independently in a dynamic work setting.

Preferred Skills and Certifications

• Experience in Microsoft 365 administration.
• Support background for Windows and mobile devices.
• Understanding of networking fundamentals including DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Basic cybersecurity knowledge such as password management, device hardening, phishing prevention, and endpoint protection.
• Familiarity with Cisco Meraki networking environments is a plus.
• Certifications like CompTIA A+, Network+, Microsoft certifications, and security credentials such as Security+ are beneficial.

Additional Information

The IT Desktop Support Technician plays a crucial role in delivering daily technical support to end users while ensuring effective operation of devices and systems. This role is part of AESG's progression towards achieving CMMC Level 2 compliance, focusing on maintaining secure IT operations. Excellent troubleshooting, customer service skills, and the discretion to escalate complex issues are essential for success in this position. This position supports the overall goal of providing dependable IT resources and an outstanding user experience.