Level 1 Help Desk Technician

Job Description

Job Description

Description:

Who we are:

Advanced Air, LLC is an innovative, service-oriented aviation company headquartered in Hawthorne, California. We were founded in 2005 by our President, Levi Stockton, as an FAA approved, Part 135, On-Demand Air Carrier focused on superlative aircraft management and on demand charter.

Today, Advanced Air maintains a fleet of over 20 aircrafts, operated in both scheduled and on-demand service, and a diversified portfolio of flying services in turboprop aircraft, business jets and regional passenger jets. Serving more than 12 communities in the southwestern United States, Advanced Air has a deep commitment to operational excellence and metered, sustainable growth.

Our successful growth is driven by our adherence to our core values of safety, integrity, teamwork, transparency, fulfillment and respect. We are in this business for the long run and take a disciplined, thoughtful approach to growth opportunities.

About the Role and about You:

The Level 1 Help Desk Technician position will be based in Hawthorne, CA. The incumbent of this role is responsible for providing frontline technical support to Advanced Air employees, including troubleshooting hardware, software, and network issues, managing service tickets, and escalating complex issues as needed. This role reports to the IT Manager and works alongside our co-managed service provider (MSP) to ensure timely, high-quality IT support across the organization.

You are a patient, customer-focused problem-solver who enjoys helping people get unstuck. You stay calm under pressure, communicate clearly with both technical and non-technical staff, and take pride in resolving issues quickly and thoroughly the first time.

What you will do:

• Serve as the first point of contact for employee IT support requests via phone, email, and ticketing system, owning requests end to end from intake through resolution and follow-up
• Troubleshoot and resolve hardware, software, printer, and network connectivity issues for desktops, laptops, tablets, and mobile devices
• Set up, image, and deploy computers, workstations, iPads, and mobile devices for employees, and assist with day-to-day device management tasks in Microsoft Intune and Jamf Pro (enrollment, app installs, and basic policy support)
• Perform routine account administration in Microsoft Entra ID (Azure AD) / Active Directory and Microsoft 365, including password resets, account unlocks, and group and license assignments as directed by the IT Manager
• Help with IT onboarding and offboarding, including account provisioning, equipment preparation, and timely access revocation on separation
• Support the shared iPad fleet used in flight operations, including Electronic Flight Bag (EFB) devices
• Provide remote support to users at our other company stations, with occasional travel for on-site support
• Support the company phone system (RingCentral) and company mobile lines, including user setup, activations, and device replacements
• Document all support activity, resolutions, and knowledge base articles within the ticketing system
• Resolve routine issues independently, and escalate more complex issues to the IT Manager and our co-managed MSP partner, ensuring smooth handoff and follow-through
• Assist with IT asset tracking and equipment lifecycle (imaging, retiring, and reallocating devices), and help maintain accurate software license records
• Support conference room / AV equipment and basic network troubleshooting (Wi-Fi, VPN, printers)
• Follow established IT security practices, assist with MFA setup and access troubleshooting, and help enforce company policies around acceptable device and data use
• Other duties as assigned

What we are looking for:

• 2+ years of experience in a help desk, desktop support, or IT support role (relevant internships, certifications, or coursework also considered)
• Working knowledge of Windows OS, Active Directory, and Microsoft 365 administration
• Basic understanding of networking fundamentals (Wi-Fi, VPN, printers, TCP/IP)
• CompTIA A+ certification (or equivalent) preferred, but not required
• Ability to work collaboratively with an outsourced MSP partner in a co-managed IT environment
• Must have authorization to work in the U.S.
• Must have valid CA Driver’s license and clean driving record
• Experience with Microsoft Office products including Outlook, Word and Excel
• Excellent communication and problem-solving skills
• Ability to push/pull/lift 50 lbs. for extended periods of time
• Ability to work efficiently under time constraints
• High School diploma or GED equivalent

Schedule:

Monday - Friday : 9:00 a.m. - 5:30 p.m.

Special Requirements: May occasionally be required to work evenings, weekends, or participate in an on-call rotation to support after-hours system needs or urgent outages.

Why you should work with us:

We can tell you all about how great we are, but you probably want to know what is in it for you, so we have compiled a

list of our standout benefits:

• Competitive salary
• 401k plan with dollar-for-dollar employer match up to 4%
• 100% Company Paid Health Insurance including Medical, Dental, Vision and $15,000 in life insurance (Full-Time Employees)
• Easy to use Flight/Travel Benefits; current contracts include Delta, Alaska, and Southwest

FYI:

We believe a diversity of perspectives and experiences is what makes a strong team. The stronger our team, the closer we are to our mission. So come join us! We are looking for people of all genders, races, ethnicities, orientations, abilities and disabilities to come sit at our tables and fly our planes.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee frequently sits, types, and uses a computer for extended periods, and occasionally stoops, bends, kneels, and lifts or moves computer equipment and peripherals up to 50 lbs. (e.g., monitors, desktops, printers).

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is primarily an indoor office/IT environment, with occasional visits to other company facilities (including hangar or ramp areas) to support end users or equipment, which may involve exposure to noise, dust, and outdoor weather conditions.

Selection Guidelines:

Formal application, rating of education and experience; oral interviews and reference check; job related tests may be required. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.