Tech Customer Support

Maryland Headquarters 421 Aviation Way Frederick, MD 21701, USA The Technical Customer Support position will serve as the first point of contact for end users with technical issues. They will be responsible for logging the request, collecting detailed information about the issue, and resolving and/or escalating the issue if necessary. The role includes responding to help desk calls using basic troubleshooting techniques, logging all calls in a database, installing, maintaining, and supporting computer hardware and standard and specialized application software, and occasionally lifting and transferring PCs, monitors, and printers. Essential Functions Provide direct support to end-users through multiple channels, including a ticketing system, phone calls, email, and in-person assistance. Serve as the initial contact for employees experiencing IT issues, diagnose and resolve a wide range of technical problems such as login failures, software errors, printing issues, and system crashes. Provide clear instructions for users of varying technical skills and utilize remote support tools to assist users in different locations. Complex or unresolved issues are escalated appropriately to senior support staff. Hardware, Device & Software Support (15%) Prepare, maintain and support hardware and software to ensure seamless operation for end-users, including imaging, deploying, configuring, installing, updating and troubleshooting desktops, laptops, mobile devices, printers, and accessories. Support applications such as Office365, Creative Cloud, and other productivity tools. Issues are escalated to senior staff when needed. Account & Access Management (15%) Create and modify user accounts in systems such as Active Directory and Microsoft 365 portals. Manage user permissions, group memberships, and security roles, ensuring appropriate access based on job responsibilities. Support login issues, password resets, and multi‑factor authentication routinely. Collaborate with HR and team leads for onboarding and offboarding, maintaining logs and compliance with internal access control policies. Network & Connectivity Support (10%) Diagnose and resolve office and remote network problems, including wired and wireless connectivity issues. Assist users with VPN access and connections to onsite and offsite/home networks. Manage audio‑visual and network needs in meeting rooms. Coordinate with senior staff to implement fixes involving switches, routers, or firewalls when necessary. Documentation & Reporting (5%) Document troubleshooting steps, resolutions, and recurring issues in the service desk system to support knowledge sharing and identify patterns of systemic problems. Contribute to internal knowledge bases and create quick‑reference guides. Security & Compliance Tasks (5%) Review systems and reports to ensure all endpoints remain secure and compliant with organizational IT policies. Respond to alerts or suspicious activity, such as phishing attempts or unusual login behavior, escalating incidents when necessary. Collaborate with other IT teams, including systems administrators and cybersecurity staff. When an issue exceeds the specialist’s scope or expertise, it is escalated appropriately. The specialist participates in departmental meetings, contributes feedback for improving IT operations, and provides hands‑on support for projects such as office relocations, system upgrades, or technology rollouts. To remain effective and adaptable, engage in continuous learning and skill development. This includes self‑directed study of emerging technologies, industry trends, and new tools relevant to IT support, system administration, and cybersecurity. The specialist may enroll in online courses, participate in vendor webinars, or pursue certifications in areas such as networking, cloud platforms, mobile device management, or support automation. New knowledge is actively applied to improve daily workflows, enhance troubleshooting efficiency, and contribute ideas for process improvements or innovation within the IT team. Familiarity with both Windows and macOS ecosystems is continuously expanded to reflect the evolving needs of the organization. Although this job description aims to capture the majority of the position duties, other duties may be assigned based on business and departmental needs. Required Job Qualifications High school diploma or equivalent 1 year of experience in a Level 1 IT support role Hands‑on experience providing end‑user support in a professional environment, including desktop support, remote troubleshooting, and ticket resolution across Windows and macOS platforms Proficiency in supporting Windows operating systems and configuration, troubleshooting, and system maintenance Strong knowledge of the Microsoft 365 ecosystem, including account setup, troubleshooting, and user training; ability to support Microsoft 365 administration tasks such as license assignment and group membership Familiarity with Active Directory and identity/access management, including account creation, group management, password resets, and permission‑based access control via Active Directory or Azure AD Working knowledge of basic networking concepts and connectivity troubleshooting (IP addressing, DNS, DHCP, Wi‑Fi, VPNs, and network troubleshooting tools) Understanding of IT security fundamentals, including antivirus management, endpoint protection, encryption tools (BitLocker, FileVault), phishing awareness, and secure password/MFA practices Desktop Support Certifications or equivalent job experience (CompTIA A+). Preferred Job Qualifications Advanced certifications (Microsoft Certified: Modern Desktop Administrator Associate, CompTIA Network+) Associate degree in Information Technology, Computer Science, or related field Working Conditions This position works in an office setting. Typical working hours are 8:30 am–5 pm, Monday through Friday, with a one‑hour lunch break. A climate‑controlled environment with occasional exposure to outdoor weather conditions during aviation related events is required. The position requires some travel, up to 5 % of the time, to various general aviation or industry‑related events via aircraft (general aviation and commercial) and by road or public transit. Physical Demands The physical demands of this position are typical of a standard office environment. Requires sitting for extended periods, communicating via email, phone, and in‑person, occasionally lifting or moving items weighing up to 30 pounds, and occasionally standing, walking, and reaching with hands and arms during normal office activities. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions. Additional Information This position is located at AOPA’s Frederick, MD office. Compensation The hourly rate for this position is: $29.00–$34.00, depending on education and experience. Benefit Information Flight Training (earn your Private Pilot License for free) & Annual Flight Proficiency Program Medical, Dental, and Vision insurance available for employees and their dependents beginning the month following the start date Flexible Spending Plans Health Savings Plan with employer contribution (eligible participants) 401(k) Retirement Plan with company match and annual discretionary supplemental employer contribution Company‑paid Short and Long‑term Disability Insurance Company‑paid Life Insurance and AD&D insurance with optional purchase Paid Time Off (PTO): 17 days accrued in the first year (increasing with tenure) Paid Holidays: 12 holidays Personal days: 3 (prorated based on hire date) Volunteer day: 1 (prorated based on hire date) Work From Home Fridays AOPA Membership Employee Assistance Program Wellness Program (medical insurance premium discounts) Supplemental insurance options (critical illness, accident, hospital indemnity) Tuition Reimbursement Program Discount on AOPA swag Business casual dress code Free coffee, tea, hot cocoa Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Aircraft Owners and Pilots Association