About the role
- 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.
What You Will Be Doing
End-User Support & Troubleshooting
- 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
Account, Device & Access Management
- 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)
Network & Connectivity Support
- 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)
Security, Compliance & Best Practices (Aviation-Aligned)
- 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)
Documentation, Asset Management & Monitoring Assistance
- 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
Incident Support & Availability Focus
- Support “service availability” needs during operational hours
- Participate in outage/incident activities as assigned
- Maintain calm, clear communication with users during urgent disruptions
Describe the experience and attributes of the ideal candidate
You Must Have
- 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)
Work Conditions
- 100% on-site during standard business hours.
- May require occasional after-hours coverage during deployments, incidents, or scheduled maintenance.
Physical Requirements
- Ability to lift/move office IT equipment (e.g., laptops/monitors) as required by policy
- Ability to move about the facility often requiring long periods of standing, squatting and lifting objects up to 50 pounds.
Employment is contingent upon the successful completion of a pre-employment background check, consistent with applicable laws and company policies. Some positions may require drug testing.
Aery Aviation job descriptions are meant as summarizations only.
They do not necessarily reflect all duties and responsibilities of a position.
If this opportunity excites you, come join our team!
For Aery Aviation, the question isn’t: “Can we?” When others are limited in the common approach, Aery Aviation jumps into higher gear asking, “How can we do this?” and then proceeds into problem-solving for customers. This is what customers appreciate most about Aery Aviation - avid tenacity. It’s not cookie cutter production that Aery Aviation is cultivating; it is projects that inspire the Aery Aviation work-family to come together and brainstorm, excited to come to work every day because there is always something inventive and interesting to work on.
Our Benefits
We offer the right candidate the chance to join a forward-thinking organization, supported by a competitive compensation and benefits package. Learn more about Aery Aviation, LLC at www.aeryaviation.com.
Aery Aviation, LLC is an Equal Opportunity Employer
At Aery Aviation, we are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic as outlined by federal, state, or local laws.
About Aery Aviation LLC
Our Purpose: Aviation Professionals Improving Lives Through Innovation
Aery Aviation, LLC is an aerospace engineering, aircraft modification, certification, manufacturing, and flight operations company headquartered in Newport News, Virginia. Aery provides integrated aviation solutions supporting defense, government, commercial, and special mission operators worldwide. The company holds FAA Part 135 and Part 145 certificates, AS9100D and ISO 9001 certifications, and provides engineering, aircraft integration, manufacturing, certification, maintenance, and flight operations supporting advanced aerospace programs.