IT Operations Engineer II – HelpDesk
Jeppesen ForeFlight is seeking an IT Operations Engineer I to join our HelpDesk team. This is a generalist role supporting employees across a wide range of platforms, operating systems, and productivity tools. The ideal candidate is a strong troubleshooter who takes ownership of issues end-to-end, communicates clearly with non-technical users, and brings a continuous improvement mindset to help elevate how our HelpDesk team operates.
This role will hybrid from Englewood Co.
About the Team:
Our End User Services team is evolving IT support from a reactive function into a proactive, empowering resource for the business. We operate as a globally distributed network of generalist engineers, each grounded in their local site while connected through a unified ITSM platform. By expanding self-service capabilities, building smart automations, and embracing modern AI tools, we free our engineers to focus on what matters most — meaningful user connections, complex troubleshooting, and continuous improvement of how we deliver IT across the organization.
Key Responsibilities:
- Serve as a primary point of contact on the HelpDesk, triaging and resolving end-user issues across a broad range of platforms, operating systems, and applications.
- Administer and support Microsoft 365 services including Exchange Online, OneDrive, and SharePoint — managing mailboxes, licenses, and tenant configurations.
- Support Slack as the primary team messaging and collaboration platform, including workspace administration, app integrations, and user support.
- Manage Windows and macOS endpoints using Microsoft Intune and Jamf Pro, including device enrollment, configuration profiles, OS updates, and compliance policy enforcement.
- Work and manage service requests and incidents in Jira Service Management (JSM), maintaining SLA compliance, accurate documentation, and clear communication throughout the ticket lifecycle.
- Support users with Google Workspace applications alongside M365, including mail flow, shared drives, and calendar administration.
- Assist with email security administration, including ProofPoint policy management and mail flow troubleshooting across both M365 and Google Workspace environments.
- Support Zoom as the primary video conferencing platform, including administration of Zoom Rooms systems in physical conference rooms across office locations.
- Support the full employee lifecycle, from hardware provisioning and new-hire onboarding through offboarding and device recovery.
- Identify and implement improvements to HelpDesk processes by building JSM automations, scripting repetitive tasks, and leveraging modern AI tools to increase team efficiency.
- Maintain and contribute to an internal knowledge base with SOPs, runbooks, and end-user self-service articles.
- Collaborate with peers and senior engineers to escalate complex issues and contribute to cross-functional IT initiatives.
Basic Qualifications:
- 2+ years of experience in a HelpDesk, IT Support, or IT Operations role in a corporate environment.
- Demonstrated experience supporting Microsoft 365 services, including Exchange Online, OneDrive, and SharePoint.
- Hands-on experience managing Windows and/or macOS endpoints via an MDM platform (Intune and/or Jamf).
- Experience working within a ticketing system to manage incidents and service requests with attention to SLA, documentation, and follow-through.
- Strong troubleshooting skills and ability to independently research and resolve unfamiliar issues across diverse platforms.
- Excellent communication skills with a customer-first approach to technical support.
- Ability to manage and prioritize multiple open tickets simultaneously in a fast-paced environment.
Preferred Qualifications:
- Experience working in Jira Service Management (JSM) or other Atlassian products (Confluence, Jira Software).
- Proficiency managing both Intune and Jamf Pro for dual-platform (Windows and macOS) endpoint administration.
- Experience with ProofPoint or similar email security and filtering solutions.
- Experience administering Google Workspace at the admin/tenant level, in addition to M365.
- Comfort writing basic scripts (PowerShell, Python, or similar) or building workflow automations to improve support processes.
- Familiarity with using AI tools (such as Claude, Copilot, or similar) to accelerate troubleshooting, documentation, and process improvement.
- Pilot or aviation enthusiast.
About Jeppesen ForeFlight:
Jeppesen ForeFlight is a leading provider of innovative aviation software solutions, serving the Commercial, Business, Military, and General Aviation sectors globally. Combining Jeppesen's 90-year legacy of accurate aeronautical data with ForeFlight's expertise in cutting-edge aviation technology, the company delivers an integrated suite of tools designed to enhance safety, improve operational efficiency, and sharpen decision-making.
Why You Should Join (USA):
At Jeppesen ForeFlight, we know you want a rewarding career. To do that, you need challenging projects, a good work environment, and awesome coworkers. We believe in our employees, and we empower them to make a direct impact on our products and services messaging. We strive to provide our team and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits package includes but not limited to the following:
- Medical, dental, vision insurance with Employer paid health premiums
- Open PTO Policy
- 401(k) with up to 10% company matching and immediate vesting
- 12 Weeks Paid Parent Leave
- Flight Training Rewards
Pay is based upon candidate experience and qualifications, as well market and business considerations: Summary Pay Range: $82,000 – $100,000
Jeppesen ForeFlight – EOE including Disability/Vets | Pay Transparency | E-Verify Participant