Desktop Support Technician

Overview

We make the extraordinary, accessible, every day.

Wheels Up (NYSE: UP), a world leader in private aviation, offers a total private aviation solution that includes world-class safety, service, and flexibility through on-demand flights, membership programs, corporate solutions, aircraft management, whole aircraft sales, and a strategic partnership with Delta Air Lines.  We offer a challenging and rewarding career in an exciting and growing industry. This is a chance to join a team of some of the best aviation professionals in the industry, committed to unparalleled safety and service for our clients, in a range of sectors from military to ultra-high-net-worth individuals.

 

Role Overview

Wheels Up Partners is a wholly owned subsidiary of Wheels Up. Its services include Private Membership, Aircraft Management, Maintenance, FBO services, Charter Operations, and Aircraft sales. We offer a challenging and rewarding career in an exciting and dynamic industry. This is a chance to join a team which has an incredible depth of knowledge as well as the drive to deliver service excellence to our clients across a wide variety of sectors from the military to ultra -high-net-worth individuals.

 

Wheels Up is looking for a world-class Desktop Support Technician in Chamblee, GA (hybrid) to join our team of dedicated and passionate professionals, fueled by the most powerful brand in private aviation, as we continue our mission of democratizing the private aviation space through cutting-edge technology and innovative product and service offerings. 

Responsibilities

• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Provide in person and remote end user support with an emphasis on quality resolutions
• Help improve end user productivity by completing triage, offering advice, and teaching products and capabilities
• Support for computer hardware and any authorized desktop software for Windows, MacOS and iOS base systems
• Provide operating system and application support to diagnose and resolve unique, non-recurring problems
• Reimage systems as required
• VPN troubleshooting and support
• Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified
• Ensures configuration and inventory management database entries are complete and accurate
• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Identify and learn appropriate software and hardware used and supported by the organization
• Reinforce SLAs to manage end-user expectations
• Identifies potential escalations and proactively alerts management as needed.
• Perform other duties as assigned

Qualifications

Minimum Qualifications

• 3-5 years of professional deskside support experience
• Must possess a professional demeanor and strong customer service skills
• Experience troubleshooting/repairing desktop and laptop hardware and software
• Onsite and remote support experience necessary
• Basic understanding of networks, Client servers and telecoms
• Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint)
• Strong Microsoft operating system troubleshooting skills
• Strong problem solving and critical thinking skills
• Strong written and verbal communication skills
• Must be self-motivated and the ability to work independently with minimal supervision
• Must have excellent time management skills
• Must be detail and process oriented
• Ability to work flexible hours from time to time to cover for other staff and to be on call rotation (nights & weekends)

Preferred Qualifications

• Experience supporting MacOS based laptops and software
• Previous aviation experience a plus
• Audio/video equipment troubleshooting, setting up, taking down, etc.
• Active Directory experience
• Ticketing system experience

What We Offer

What’s In It For You

At Wheels Up, you will help make the extraordinary possible.  Our culture is rooted in a shared dedication to living our 5x5 Values - Safety, Trust, Accountability, Belonging and Innovation - the core of who we are and what we celebrate.  At Wheels Up, our people are our success. Exploring a career at Wheels Up gives you a chance earn amazing compensation and benefits, helping you and your family have the type of balance you deserve in both your career