IT Support Specialist

ABOUT MAGELLAN JETS:

Founded in 2008 and now one of the largest private aviation providers, Quincy, MA-based Magellan Jets is a premier provider of private aviation solutions, offering a comprehensive range of Jet Card ownership, On-Demand Charter, and Aircraft Sales and Management. With a focus on personalized service, Magellan Jets is dedicated to delivering customized and unparalleled flying experiences to its Private Clients worldwide. Magellan Jets and its FAA-certificated Flight Operations team lead one of the industry’s most comprehensive safety management systems and protocols providing peace of mind to the most discerning travelers.

POSITION SUMMARY:

The IT Support Specialist is responsible for providing technical assistance and support related to computer systems, hardware, and software. This role involves responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions. The IT Support Specialist ensures the smooth operation of IT infrastructure and helps maintain the organization's technology environment.Reporting directly to the Senior IT Systems Administrator, this position is responsible for delivering IT support to a diverse group of 80 to 100 end users, primarily within a dynamic work environment.

ESSENTIAL FUNCTIONS:

As an IT Support Specialist, you will do the following:

• Provide day-to-day technical support for end users, troubleshooting hardware, software, and network issues, particularly in a MacBook environment

• Support and administer productivity tools such as Microsoft Office 365 and Google Workspace (G Suite)

• Assist with user account and identity management, including administering Okta and other SSO tools

• Manage and troubleshoot MDM platforms for effective endpoint management

• Perform basic system administration tasks, including user account creation, permissions management, and system updates

• Maintain and document IT processes, user guides, and knowledge base articles to enhance operational efficiency

• Assist in onboarding and offboarding processes to ensure a seamless user experience

• Communicate effectively with users to understand and resolve technical issues while delivering excellent customer service

• Collaborate with IT and other departments to identify and implement improvements to the overall IT infrastructure

COMPETENCIES:

Knowledge:

• At least 1-3 years of customer service experience required

• Basic knowledge of system administration tasks, including user account management and permissions

• Knowledge of user account and identity management systems, including Okta and other SSO tools

• Basic knowledge of system administration tasks, including user account management and permissions

• College degree or equivalent in a technology related field a plus

• Certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or similar are a plus

Skills:

• Skills to diagnose and resolve hardware, software, and network issues effectively

• Strong skills in delivering day-to-day technical support to end users

• Proficiency in communicating technical information clearly and effectively to non- technical users

• Skills in working collaboratively with IT teams and other departments to implement improvements

• Strong analytical and problem-solving skills to identify issues and propose solutions

• Strong skills to create and maintain clear and concise documentation for IT processes and user guides

Abilities:

• Ability to provide excellent customer service and support to users

• Ability to adapt to new technologies and processes as they emerge

• Ability to pay attention to detail when managing user accounts, permissions, and documentation

• Ability to manage multiple tasks effectively and prioritize work in a fast-paced environment

SUPERVISORY RESPONSIBILITIES (if applicable):

This position doesn’t have any supervisory responsibilities.

WORK ENVIORNMENT:

• Location: Primarily office-based, with 1 remote/ work from home day each week

• Conditions: General office environment with moderate noise levels. Occasional travel to aircraft or client locations may be required

PHYSICAL DEMANDS:

• Extended periods sitting at a desk or workstation

• Occasional walking/ movement between work areas (e.g., meetings, restrooms, or kitchen)

• Repetitive Hand and Wrist Movements via frequent typing and use of a mouse

• Light lifting of office supplies, documents, or equipment (up to 20 lbs)

• Screen Use: Prolonged use of a computer screen

POSITION TYPE AND EXPECTED HOURS OF WORK:

• This is a full-time, expempt position

• May require occasional evening or weekend work to resolve critical issues

TRAVEL:

Limited, but may require occasional travel for company meetings, or operational oversight at our Massachusetts FBO, based in Bedford, MA

ADDITIONAL ELIGIBILITY QUALIFICATIONS:

N/A

AFFIRMATIVE ACTION PLAN/EQUAL EMPLOYMENT OPPORTUNITY (AAP/EEO) STATEMENT:

Magellan Jets is an equal opportunity employer and is committed to diversity in its workforce. We consider all qualified applicants without regard to race, color, national origin, gender, age, disability, or veteran status, in accordance with applicable law.

OTHER DUTIES:

This job description is intended to convey information essential to understanding the scope of the IT Support Specialist position. It is not an exhaustive list of responsibilities, duties, and skills required for the role. Magellan Jets reserves the right to amend this job description at any time to reflect business needs and operational priorities.