IT Support Analyst II

Who we are:
AerSale is a global leader and market innovator specializing in aviation products and services to meet the growing demand for aftermarket support in global passenger cargo and government segments. Featuring complete aircraft nose-to-tail value-added offerings including Aircraft & Component Maintenance Repair and Overhaul Services (MRO) Aircraft & Engine Sales and Leasing Used Serviceable Material (USM) Sales and Parts Exchange Flight Equipment Asset Management Services Internally developed aircraft and component modifications (engineered solutions) designed to enhance aircraft performance and operating economics (e.g. AerSale AerTrak and AerAware).
For more information visit us at .

What we Offer:
Medical Insurance
100% Employer Paid Dental Vision Life Short and Long Term Disability Insurance
401K with Employer Contribution
Employee Stock Purchase Plan (ESPP)
Education Reimbursement (related field)
Employee Referral Program and Recognition Program
Paid Holidays and 15 Paid Time-Off Days annually

Job Description:

Essential Duties and Responsibilities:

• Provide Level 2 support for desktops laptops mobile devices printers and peripherals.

• Troubleshoot and resolve Windows Microsoft 365 email VPN and application-related issues.

• Diagnose hardware software network and connectivity problems.

• Support remote and onsite users across multiple locations.

• Escalate unresolved issues to Tier III support engineering teams or vendors as necessary.

• Manage incidents and service requests through the ITSM platform (e.g. Atlassian/Jira)

• Meet established SLA and KPI targets.

• Document troubleshooting steps root causes and resolutions.

• Prioritize support requests based on business impact and urgency.

• Create modify and disable user accounts and groups in Active Directory and Azure AD.

• Manage password resets permissions group memberships and access requests.

• Support identity and access management processes.

• Support Microsoft 365 applications including:

  • Outlook

  • Teams

  • OneDrive

  • SharePoint

  • Word Excel and PowerPoint

• Assist with mailbox management licensing and user provisioning.

• Deploy configure and support desktop and laptop systems.

• Utilize endpoint management tools such as:

• Microsoft Intune

• SCCM/ME

• Autopilot

• Lansweeper

• Follow corporate cybersecurity policies and procedures.

• Support MFA enrollment and troubleshooting.

• Assist with endpoint security initiatives and vulnerability remediation.

• Report security incidents and potential risks.

• Participate in technology refreshes and hardware deployments.

• Support office moves expansions and onboarding initiatives.

• Assist with testing and implementation of new technologies.

• Contribute to process documentation and knowledge base articles.

• First-call resolution rate.

• SLA compliance.

• Customer satisfaction (CSAT).

• Ticket backlog management.

• Mean Time to Resolution (MTTR).

• Knowledge article contributions.

Education and Experience:

• Associates or Bachelors degree in Information Technology Computer Science or related field preferred.

• Equivalent experience may be substituted for formal education.

• 35 years of IT support or help desk experience.

• Experience supporting Microsoft Windows environments.

• Experience with Microsoft 365 administration and troubleshooting.

• Experience with Active Directory and Azure AD.

• Experience with Mobile Device Management.

Preferred Certifications

• CompTIA A.

• CompTIA Network.

• Microsoft Certified: Modern Desktop Administrator Associate.

• ITIL Foundation.

• Microsoft 365 Certified Fundamentals.

Skills and Abilities:

• Excellent customer service and communication skills.

• Strong analytical and troubleshooting abilities.

• Ability to manage multiple priorities simultaneously.

• Strong documentation and organizational skills.

• Ability to work independently and within a team environment.

Technical Skills

• Windows 11.

• Microsoft 365.

• Active Directory.

• Azure Active Directory / Entra ID.

• Microsoft Intune.

• TCP/IP networking fundamentals.

• Remote support tools (TeamViewer).

• Atlassian/Jira or similar ITSM platforms.

• Pentagon ERP.

• Lansweeper IT Asset Management.

If you would like to see your career take flight apply today!

Aersale is an Equal Opportunity Employer. The company prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race color religion sex sexual orientation general identity national origin or for inquiring about discussing or disclosing information about compensation. As a Government Contractor Aersale takes affirmative action to employ and advance in employment individuals without regard to disability or veteran status. If you are an Individual with Disability and require any assistance with the application process please contact Human Resources at: .