IT Support & Operations Coordinator

Planet 9•Los Angeles, CA

2d•Onsite

About The Position

The IT Support & Operations Coordinator provides day-to-day information technology (IT) help desk support, executes employee onboarding and offboarding, administers the company Drug and Alcohol Testing Program under the direction of the Designated Employer Representative (DER), and performs the IT and logistics functions that support Planet Nine Private Air (P9) flight operations. The position is the first point of contact for company-wide end-user technology support and is responsible for ensuring that personnel equipment, accounts, access, and program records are in place, accurate, and audit-ready in accordance with company policy and applicable regulatory requirements.

Requirements

Minimum 3+ years of IT help desk and/or related administrative support experience required
Ability to complete and maintain DOT drug and alcohol program training
Valid driver’s license
Authorized to work in the United States

Nice To Haves

Bachelor’s degree preferred, or an equivalent combination of education and experience
Business aviation experience preferred
CompTIA A+ certification, or equivalent, preferred
Completion of an accredited FAA Designated Employer Representative (DER) course within the first ninety (90) days of employment; training provided by the company
Prior experience supporting a 14 CFR Part 135 certificate holder preferred
Exposure to a DOT-regulated testing program preferred
Highly motivated self-starter able to work independently with minimal supervision and to carry assigned tasks through to completion
Executive assistant-level organizational skills, with demonstrated ability to manage multiple concurrent priorities, deadlines, and follow-up items without prompting
Demonstrated Tier 1 help desk ability across macOS, iOS, and Windows environments, including mobile devices, printers, and wireless networking
Working knowledge of Google Workspace and/or Microsoft 365 user administration
Familiarity with mobile device management (MDM) and IT ticketing platforms
Admin-level knowledge of ARINC FOS or FL3XX software, or the demonstrated aptitude to reach admin-level proficiency within the initial training period
Intermediate knowledge of Microsoft Word and Excel and/or Google Docs and Sheets
User-level knowledge of the Monday.com application preferred
Professional written and verbal communication skills sufficient to interact with executives, crewmembers, clients, and vendors
Sound judgment and absolute discretion in handling confidential and sensitive information, including personnel records, drug and alcohol testing records, and personally identifiable information (PII)
Familiarity with 49 CFR Part 40 and 14 CFR Part 120 preferred
Ability to administer a recurring compliance program to a fixed schedule without prompting
High degree of accuracy and attention to detail, with an understanding that company records are subject to regulatory and third-party audit
Ability to adapt to shifting priorities in a 24/7 flight operation and to remain effective under time pressure
Ability to collaborate with managers and team members across multiple departments
Comfort using AI-assisted tools in daily work, and a willingness to learn them, as these are relied on to manage the volume and range of requests this role receives

Responsibilities

Serve as the first point of contact for company-wide IT support requests; receive, log, triage, and resolve Tier 1 tickets, and escalate unresolved issues
Track all support requests to closure in the company ticketing system and maintain accurate ticket documentation and resolution notes
Troubleshoot end-user hardware and software, including laptops, iPhones, iPads, Electronic Flight Bags (EFBs), printers, network connectivity, and video-conferencing equipment
Provision, configure, image, and deploy end-user devices; enroll devices in mobile device management (MDM) and verify compliance prior to issue
Administer user accounts and application access, including account creation, group membership, license assignment, multi-factor authentication (MFA) enrollment, and password resets
Support user administration for operational platforms including the P9 Portal applications, ARINC FOS, FL3XX, ForeFlight, TrustFlight, Front, Monday.com, Zoom, Citrix, and Google Workspace
Maintain the IT asset inventory, including serial numbers, assigned user, warranty status, and lifecycle and refresh schedule
Support office infrastructure, including conference room audio/visual systems, printers and copiers, and wireless network access points
Triage phishing, spam, and malware reports from staff; action sender block and approved-sender requests; and report information security concerns to Management without delay
Prepare and maintain end-user quick reference guides and help desk knowledge base articles
Deliver system setup walkthroughs and follow-up support for new users, including ARINC FOS, FL3XX, and the P9 Portal applications as each is released
Fulfill ad hoc report and data requests from Operations and Sales, including report setup, additions, and scheduled delivery in the company’s flight operations platform
Provision and remove system access for approved non-employees, including contract maintenance, CAMO, and management partners, and owner representatives
Coordinate onboarding and offboarding tasks with the respective department hiring managers, and maintain a separate onboarding and offboarding checklist for every employee
Complete day-one readiness prior to each start date, including email and system accounts, FOS Mobile setup, iPhone and iPad issue, uniform ordering, job-specific equipment ordering, and shipping
Coordinate issue and return of building, hangar, and airport identification media, including company photo ID badge ordering, reissue, and record keeping, and liaise with the airport authority as required
Upon separation, revoke all system, application, and facility access effective on the separation date, and recover all company property, including devices, credentials, uniforms, and keys
Coordinate the completion, submission, and filing of annual pilot insurance forms
Administer the Company Cell Phone Program in coordination with T-Mobile and AT&T, including line activation and deactivation, device upgrades, and international roaming arrangements in support of international operations
Maintain the Company Phone Listing and distribute revisions company-wide
Coordinate passport and visa renewals for pilots and Client Services Representatives (CSRs)
Purchase, receive, inventory, and ship company equipment and supplies; liaise with the Office & Stock Coordinator for office needs
Coordinate with third-party IT, telecommunications, and equipment vendors on orders, service requests, and returns
Coordinate certificate of insurance (COI) requests between Sales, Client Services, and the insurance broker; track each request through issuance, distribute completed certificates, and keep current certificates in the shared drive and EFB folders
Support aircraft additions and removals across company systems, including account and report configuration for the new tail and subscription and Electronic Flight Bag (EFB) content updates
Administer Zoom and Zoom Phone, including license and host assignment, call queues and the main company line, scheduling and hosting the daily and monthly company calls, and recording distribution
Support the FL3XX implementation and the retirement of ARINC FOS, including company-wide account provisioning, profile setup, data verification, and end-user training
Support IT and operations projects as assigned, including system implementations, equipment and account cleanup efforts, and process documentation
Administer the company Drug and Alcohol Testing Program under the direction and authority of the Designated Employer Representative (DER); the DER appointment and all decision-making authority remain with the Executive Director of Operations
Coordinate pre-employment, random, post-accident, reasonable-suspicion, return-to-duty, and follow-up testing as directed by the DER
Administer the random selection cycle and coordinate with the consortium/third-party administrator (C/TPA), collection sites, and the Medical Review Officer as directed
Maintain the covered-employee list and verify testing eligibility and coverage prior to each selection cycle
Maintain program records and retention in accordance with 49 CFR Part 40 and 14 CFR Part 120, and safeguard all testing records as confidential
Prepare and organize documentation in support of DOT, FAA, and internal audits and inspections
Complete all required DOT and company training prior to performing program duties, and maintain currency thereafter
Escalate any program discrepancy, refusal, or non-negative result to the DER without delay
Maintain operations distribution lists, shared calendars, and departmental filing structures in Google Drive
Assist with the preparation and distribution of company-wide operational communications
Support internal and external audit preparation by retrieving and organizing IT, equipment, access, and testing program records upon request
Perform other administrative duties as assigned
Adhere to Planet Nine’s operational policies, safety procedures, and regulatory standards by completing required training and maintaining compliance across all assigned duties
Adapt to evolving priorities by performing additional tasks or projects as needed to support team and organizational goals