IT Support Analyst I

AerSale, Inc. • Albuquerque, NM

1d

About The Position

Essential Duties and Responsibilities Serve as the primary point of contact for the IT Helpdesk, resolving technical issues across hardware, software, mobile devices, networks, and cloud services. Perform initial triage, troubleshooting, and root‑cause identification for incidents. Ensure all tickets are logged, updated, and closed in accordance with documentation and audit requirements, including full capture of issue details and resolution steps. Escalate unresolved or high‑risk incidents following defined escalation paths, including issues related to security, privileged access, or systems in scope for financial reporting. Support onboarding and offboarding activities, including account provisioning, access reviews, and proper documentation per access control policies. Assist in maintaining compliance with cybersecurity controls (e.g., MFA enforcement, device encryption, endpoint protection, patching standards). Monitor and respond to alerts related to potential security incidents, phishing attempts, or anomalous activity in collaboration with the Cybersecurity team. Ensure adherence to change control procedures when performing configuration updates, software installations, or system modifications. Maintain accurate inventory of IT assets to support audit requests, lifecycle management, and asset tracking. Provide excellent customer service and communication to minimize downtime and ensure a strong end‑user experience.

Requirements

• Associate degree in Information Technology or equivalent professional experience.
• 1–3 years of hands‑on IT support experience, preferably in an aviation company, public‑company or regulated environment.
• Experience supporting Microsoft 365, Windows desktop technologies, VPN, MFA, and standard enterprise productivity tools.
• Strong technical skills across Microsoft Office, Windows OS, network fundamentals, and endpoint security tools.
• Ability to clearly document work performed, ensuring audit‑ready accuracy and completeness.
• Strong understanding of cybersecurity hygiene, including phishing prevention, access control, MFA, and secure workstation practices.
• Troubleshooting skills across hardware, software, printing, network connectivity, and remote‑access technologies.
• Experience supporting VPN clients, MFA solutions, and secure remote connectivity.
• Proficiency configuring and supporting Outlook and Microsoft 365 applications.
• Excellent communication and customer‑service skills with the ability to clearly convey technical information.
• High attention to detail and strong adherence to process, documentation, and compliance standards.
• Ability to work in a fast‑paced environment with a strong commitment to confidentiality, accuracy, and risk‑aware decision-making.

Nice To Haves

• Prior experience with endpoint management tools (Intune, SCCM, or equivalent) preferred.

Responsibilities

• Serve as the primary point of contact for the IT Helpdesk, resolving technical issues across hardware, software, mobile devices, networks, and cloud services.
• Perform initial triage, troubleshooting, and root‑cause identification for incidents.
• Ensure all tickets are logged, updated, and closed in accordance with documentation and audit requirements, including full capture of issue details and resolution steps.
• Escalate unresolved or high‑risk incidents following defined escalation paths, including issues related to security, privileged access, or systems in scope for financial reporting.
• Support onboarding and offboarding activities, including account provisioning, access reviews, and proper documentation per access control policies.
• Assist in maintaining compliance with cybersecurity controls (e.g., MFA enforcement, device encryption, endpoint protection, patching standards).
• Monitor and respond to alerts related to potential security incidents, phishing attempts, or anomalous activity in collaboration with the Cybersecurity team.
• Ensure adherence to change control procedures when performing configuration updates, software installations, or system modifications.
• Maintain accurate inventory of IT assets to support audit requests, lifecycle management, and asset tracking.
• Provide excellent customer service and communication to minimize downtime and ensure a strong end‑user experience.

Benefits

• Medical Insurance
• 100% Employer Paid Dental, Vision, Life, Short and Long Term Disability Insurance
• 401K with Employer Contribution
• Employee Stock Purchase Plan (ESPP)
• Education Reimbursement (related field)
• Employee Referral Program and Recognition Program
• Paid Holidays and 15 Paid Time-Off Days annually

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree