Desktop Support (Entry Level)

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.

• 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.

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.

• 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

Describe the experience and attributes of the ideal candidate

• 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)

• 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.

• 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)

• 100% on-site during standard business hours.
• May require occasional after-hours coverage during deployments, incidents, or scheduled maintenance.