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 experience
• At least three (3) years in an IT environment
• Software Configuration Management experience
• SharePoint Online experience
• Working 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 JIRA
• Experience with FreshService or similar ticketing/request platforms
• Experience 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.

TRAVEL REQUIREMENTS

Travel up to 25% of the time.

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 operations
• Performs functional check-outs and software verifications with detailed communication to simulator operators and training staff regarding system status and readiness
• Responds rapidly to equipment failures and simulator disruptions, coordinating operational assistance with end-users, and providing timely updates to stakeholders
• Manages parts logistics including receipt, repair coordination, and post-repair validation
• Conducts thorough troubleshooting in collaboration with end users, ensuring resolution feedback loops are closed effectively
• Service Center
• Serves as administrator of assigned IT and Business Unit applications/systems
• Monitors 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 stakeholders
• Recognizes, researches, and resolves user issues, escalating complex challenges to specialists while maintaining transparency with end users
• Configures system user accounts and provides timely support for logon and password concerns
• Develops and maintains business process automations in Microsoft Power Platform, with updates shared regularly with business unit leaders to measure efficiency gains
• Responds to inquiries using comprehensive knowledge of systems and ensures users are informed of status and solutions throughout the lifecycle of their request
• Configures, deploys, and supports mobile and desktop hardware including iPads, PCs, laptops, and peripherals
• Business Partnership & Communication
• Manages vendor and internal relationships to ensure optimal application performance and timely updates
• Coordinates with business units to streamline application workflows and align IT processes with operational goals
• Participates in cross-functional solution and technical functionality reviews to assess business impact, communicate technical constraints, and gather feedback for continuous improvement
• Serves as visible and accessible point of contact for system support; maintains timely, professional and solution-focused interactions
• Mentor new associates on best practices, service desk culture, and effective stakeholder engagement
• Performs other duties as assigned or required.

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

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