Desktop Support (Entry Level)

Aery Aviation•Newport News, VA

2d•Onsite

About The Position

The Desktop Support Associate provides first-line technical support for aviation business systems and end-user technology. This role supports Aery Aviation’s team in five locations by troubleshooting devices, connectivity, and common software issues, while following strict availability, security, and compliance expectations typical in aviation and office environments. This is an entry level role and 100% on-site.

Requirements

0–2 years of IT support experience (internships and school projects count)
Strong customer service and communication skills (clear, concise explanations)
Basic troubleshooting ability for Windows and common business applications
Working knowledge of: Active Directory and/or Microsoft 365
Basic networking concepts (IP, DNS, DHCP, Wi-Fi)
Helpdesk/ticketing workflows (preferred)

Nice To Haves

Experience with Microsoft 365 administration (Exchange/Teams/SharePoint basics)
Familiarity with endpoint management tools (e.g., Intune/Jamf—any exposure is helpful)
Experience supporting environments with high operational uptime expectations
Certifications such as: CompTIA A+ (preferred)
CompTIA Network+ (beneficial)
Microsoft Fundamentals / MCSA-track basics (beneficial)

Responsibilities

Respond to helpdesk tickets and user requests promptly and professionally
Troubleshoot issues with: Laptops/desktops, peripherals, printers/scanners, Email and collaboration tools (e.g., Microsoft 365), Common business applications (as applicable)
Escalate incidents that require deeper technical expertise to the IT Manager
Document troubleshooting steps and outcomes accurately in the ticketing system
Support user onboarding/offboarding: Creating accounts, setting permissions, group membership
Managing mailbox and shared resource access
Assist with device imaging, configuration, software installation, and updates
Support remote access tools and basic authentication workflows (as directed)
Assist in diagnosing connectivity issues (LAN/Wi-Fi/VPN basics)
Support endpoint connectivity to internal resources and cloud services
Help validate connectivity after changes (with guidance from IT Manager)
Follow security procedures including: Patch/update routines (as approved), Endpoint protection and phishing awareness reporting
Handling access requests using approved processes
Ensure devices and credentials are treated according to company policy
Support compliance requirements for audit readiness (documentation, evidence capture)
Maintain and update inventory records for hardware/software
Assist with routine checks (device health, software status, backups—if applicable)
Contribute to SOPs and knowledge base articles to improve resolution times
Support “service availability” needs during operational hours
Participate in outage/incident activities as assigned
Maintain calm, clear communication with users during urgent disruptions