IT Operations Engineer I

IT Operations Engineer II – HelpDesk Jeppesen ForeFlight is seeking an IT Operations Engineer II 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)…