HELP DESK SUPPORT LEVEL II

Are you interested in joining an organization that:

• Plays a significant role in global airspace safety?
• Has over 35 years of experience providing industry leading Air Traffic Control (ATC) simulation training systems and state-of-the-art Air Traffic Management (ATM) solutions?
• Offers a job-related training tuition reimbursement program and access to various professional development opportunities?
• Has work/life balance programs in place and offers a holistic benefits package that is fully customizable based on your specific needs?

If this sounds interesting, continue reading about our job opportunity below.

Position Summary:

The Help Desk Support Level II role is to manage our ticketing system and provide technical support and assistance to all Adacel employees

Essential Duties and Responsibilities:

• Assess and triage incoming tickets in a timely manner
• Troubleshoot and resolve quick win tickets
• Document technical issues and resolutions in a clear and concise manner
• Ensure that tickets contain a clear path to the next steps and warm transfer to other technicians
• Provide training and guidance to employees on the use of our systems and software
• Setting up new workstations
• Create new user accounts, shared mailboxes, distribution lists, etc.

Competencies:

• Knowledge of Microsoft Office 365 applications and features, including Exchange Online and SharePoint
• Experience with Active Directory and Azure AD
• Familiarity with Windows and Linux operating systems
• Knowledge of anti-spam and anti-malware software
• Experience troubleshooting and resolving issues remotely
• Strong communication and customer service skills
• Ability to communicate technical ideas to non-technical people
• Strong multitasking capabilities
• Excellent time management skills

Qualifications:

Required

• Minimum of 3 years of experience in IT support

Desired

• Knowledge of Atlassian products (Jira and Confluence)
• Experience with ticketing systems (Jira Service Management, Zoho Desk)
• Familiarity with cybersecurity training platforms (KnowBe4)
• Familiarity with password vaults (LastPass)
• Antivirus/Malware protection (Cylance)
• Network management skills; help troubleshooting remote network issues and be part of the discussion about networking standards and IT vision
• System administration; knowledge of hardware, appliances, configuration, maintenance, etc.

Other Qualifications:

• Ability to adhere to Adacels Drug Free Workplace Policy.
• Ability to pass an Adacel background check while employed.
• Must currently have or have the ability to obtain a U.S. passport.
• Must be able to pass an FAA background check.
• Must be able to pass background and security checks to enable access to military sites.

Physical Requirements:

• Occasional lifting up to 50 lbs.
• Repetitive wrist, hand, and finger movement.

Work Environment:

• Location: 6490 Hazeltine National Drive, Orlando, Florida
• Job Status: Full Time
• Typically sitting at a desk

Benefits:

• Up to 26 three-day weekends per year with 9/80 schedule having every other Friday off.
• Two weeks of vacation, plus seven paid holidays, one floating holiday per year.
• Sick time accruals.
• Ability to bank up to 40 hours of holiday time off between Christmas and New Years.
• 401K plan with company match.
• Employer contribution towards health insurance.