IT Support Specialist

Pilatus Aircraft USA•Sarasota, CO

11d•Onsite

About The Position

Be part of the operations team for our first US aircraft assembly line for Pilatus. Pilatus Aircraft USA Ltd. is launching a new PC-12 final assembly operation in Sarasota, Florida. To establish this operation successfully, we are seeking a hands-on IT Support Specialist to provide reliable local support, help deploy the site’s IT environment and connect Sarasota effectively with the established IT organizations in the US and Switzerland. The successful candidate will complete advanced, hands-on training within the established Pilatus IT organizations in Stans, Switzerland and Broomfield, Colorado. Training assignments will be completed during the initial 9 months of employment and will require international and domestic travel.

Requirements

Education or vocational training in Information Technology, Computer Systems or a related field; equivalent relevant professional experience may be considered.
Three or more years of relevant IT support, desktop support or site-support experience.
Strong working knowledge of Windows devices, Microsoft 365, common workplace applications, printers, mobile devices and basic LAN/Wi-Fi troubleshooting.
Experience with user-account administration, access management, endpoint deployment, asset management and IT service-management processes.
Ability to troubleshoot systematically, document solutions clearly and determine when escalation is required.
Strong service orientation, communication skills and the ability to support employees with different levels of technical knowledge.
Structured, reliable and able to manage multiple priorities independently in a changing startup and manufacturing environment.
Willingness and ability to travel domestically and internationally for training and operational support.

Nice To Haves

Experience supporting manufacturing, engineering or production-floor systems is an advantage.
Relevant Microsoft, CompTIA, ITIL or comparable certifications are an advantage.

Responsibilities

Serve as the primary on-site contact for Sarasota IT incidents, service requests and user questions, providing responsive first- and second-level support.
Diagnose and resolve hardware, software, printing, mobile-device, network, Wi-Fi and connectivity issues; escalate complex incidents to the appropriate US or Swiss IT teams.
Install, configure, deploy and support laptops, workstations, mobile devices, printers, meeting-room technology and production-floor IT equipment.
Support Microsoft 365, Windows applications, Teamcenter, shop-floor tools and other approved business systems within the assigned support scope.
Coordinate user onboarding, transfers and offboarding, including accounts, access rights, equipment and required approvals in accordance with internal policies.
Support the setup, commissioning and growth of the Sarasota IT environment, coordinating infrastructure, cabling, network and vendor activities with central IT.
Manage local IT assets throughout their lifecycle, including inventory, deployment, assignment, replacement planning, secure return and disposal.
Monitor recurring issues, document solutions and site-specific configurations, maintain the knowledge base and improve local support processes.
Support compliance with Pilatus cybersecurity, data-protection, software-licensing and IT-control requirements, and promptly report suspected security incidents.
Coordinate closely with the US and Swiss IT organizations, external providers and local stakeholders to ensure reliable service and clear ownership of open actions.
Maintain accurate support tickets, asset records, technical documentation and user communications.
Provide IT support during production-critical events, site changes and planned maintenance, including occasional support outside normal business hours when required.
Perform other duties and support cross-functional projects as assigned.