IT Help Desk Analyst
IT Help Desk Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Gogo Business Aviation IT Help Desk Analyst I will be responsible for the configuration maintenance and
performance of Gogos enterprise hardware and software systems. This is a hands-on position requiring good
technical skills in addition to excellent interpersonal and communication skills.
This is an extremely exciting time at Gogo where our newest products are enabling us to provide real-time
world class support and customization unlike anything else in business aviation. This is a key role for our
organizational success as we continually push the limits of what is possible in aviation both on the ground and
in the air.
DO YOU LOVE TECHNOLOGY DO YOU HAVE EMPATHY AND WANT TO HELP PEOPLE THEN PLEASE
READ ON!
COME ON BOARD THE GOGO BUSINESS AVIATION CORPORATE IT TEAM!
HOW WILL YOU MAKE A DIFFERENCE
Provide outstanding customer service both in person and via remote tools.
Respond to support requests through email phone and chat platforms for users with situational levels of
urgency.
Document each issue diagnosis and resolution within the case management system and IT
knowledgebase.
Install configure troubleshoot resolve and/or escalate incidents related to employee hardware
enterprise software access and authentication network and VPN issues virtual meeting solutions and
more.
Support a suite of Microsoft Office 365 E5 applications on both Windows and Mac operating systems.
Equip workspaces and offices with monitors docking stations and other desktop equipment.
Accurately maintain asset inventory and adhere to asset management policies and procedures
Administer image and troubleshoot Windows and Mac endpoints using Intune and JAMF
Support telephony systems for business groups Customer Operations and hardware engineering teams
Equip workspaces and offices with monitors docking stations and other desktop equipment
QUALIFICATIONS
Associates Degree from an accredited institution in a relevant discipline (Information Systems
Computer Science Engineering etc.) or equivalent work experience
Up to 2 years in an IT support role
CompTIA A Certification
CompTIA Network Certification
CompTIA Security Certification
Apple Certified Support Professional (ACSP)
Microsoft 365 Certifications
Limited travel and scheduled availability
REQUIRED KNOWLEDGE SKILLS AND TALENTS
Familiarity and foundational understanding of Mac Windows 10/11 OS MS365 Entra and Microsoft AD
Familiarity with endpoint imaging deployment & management solutions (Intune JAMF Pro)
Sound analytical planning organizational and problem-solving skills
Familiarity with Help Desk ticketing systems
Familiarity supporting A/V solutions in conference rooms and workstations
Familiarity with RDWeb Cisco VPN and Microsoft Direct Access
Creative thinker and team-player with an outgoing personality and strong initiative
End-users focus on exceptional support and solution interactions
Ability to manage multiple tasks and assignments
PHYSICAL DEMANDS
Ability to lift and transport up to 50 lbs of equipment or packages which may involve squatting bending
or kneeling
Equal Pay Disclosure(s)
Base Pay:
26.54 - 33.17 USD HourlyTarget Annual Short-Term Incentive:
Bonus Plan at 5% (% of Annualized Base Pay)Eligible for Incentive Stock Program:
YesBenefits:
Gogo offers competitive benefits including medical dental and vision coverage with plans that can fit each employees needs. We offer an immediate vesting 401k plan paid time off and volunteer time off. Employees have the option to participate in an Employee Stock Purchase Plan. Visit the Careers page on our website for more information at --- ---
Gogo is an Equal Opportunity and Affirmative Action employer working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity.
Qualified candidates will beconsidered for employment regardless of race color religion age sex national origin marital status medical condition or disability.
The EEO is the law and is availablehere. Gogoparticipates in E-Verify (EnglishandSpanish). Right to Work Statement(EnglishandSpanish).
Required Experience:
IC
Employment Type
Full-Time
