It Support Analyst

Job Type
Full-time
Description
Pilatus is hiring an IT Support Analyst to join our team in Broomfield, CO. In this role, you will be responsible for providing technical assistance and support to employees, ensuring their technology-related issues are resolved promptly and effectively. Your primary objective will be to deliver outstanding customer service and maintain the smooth operation of internal IT systems. Take your career to the next level with Pilatus Business Aircraft Ltd!
Essential Duties/Responsibilities
Technical Support:

• Provides technical support to internal customers on computer hardware, network, and software issues via phone, e-mail, or in person (tier-I help desk)
• Installs, sets up, monitors, and troubleshoots: Windows Servers, including Terminal Service, backup utilities, VMware, and other special application systems. In addition, provide assistance for desktops, laptops, and computer peripherals such as printers, copiers, scanners, cameras, audio systems, and RF readers.
• Maintains and troubleshoots computer software and hardware: installs hardware, software, and operating systems. Active Directory assistance, including adding or updating user accounts. Mobile device assistance such as phones and tablets running Windows, Android, or IOS operating systems. Desk phones and softphones.
• Escalates complex problems to appropriate team members or external vendors, when necessary
• Maintains accurate documentation of support activities in a ticketing system
• Assists end-users and executive staff with conference room video and audio conferencing equipment

Customer Service & End User Training:

• Provides exceptional customer service by actively listening to employees' concerns and questions
• Offers clear and concise explanations of technical issues and resolutions in a manner that is easy for non-technical employees to understand
• Follows up with employees to ensure their technical issues have been fully addressed
• Provides basic end user training on specialized hardware and software

Network and Connectivity Support:

• Troubleshoots network connectivity issues and assists employees with network-related problems
• Collaborates with the IT team to resolve network-related issues, such as Wi-Fi connectivity or VPN access
• Provides guidance and support on basic network troubleshooting steps

Documentation and Knowledge Sharing:

• Contributes to the maintenance and improvement of support resources, such as FAQs, user guides, and knowledge base articles
• Assists in maintaining configuration documentation
• Documents common issues and their resolutions to create a valuable knowledge repository
• Shares knowledge and insights with team members to foster a collaborative learning environment

IT Asset Management:

• Assists in managing hardware and software inventory, including tracking and documentation of equipment assigned to employees
• Coordinates with IT team and end-users for new equipment, replacements, and upgrades

Other Duties/Responsibilities

• Updates job knowledge by participating in educational opportunities and reading professional publications
• Assists the Director of IT with additional tasks and projects
• Assists with backup monitoring and tape rotations
• Some after-hours emergency or scheduled work may be required
• Must be able to lift 50 lbs., climb ladders, work outside, and walk between buildings on campus
• Adheres to processes and procedures for business operations

Requirements
Skills/Qualifications

• High school diploma or equivalent (associate or bachelor's degree in a relevant field preferred)
• Minimum 1 year experience in a help desk or technical support role
• Strong technical knowledge of computer hardware, software, and basic networking concepts
• Familiarity with common operating systems (Windows, iOS, Android) and productivity software (Microsoft Office (2016, 365), Adobe Acrobat, Teams)
• Familiarity with HP laptops, desktops, and Cisco phone systems
• Excellent problem-solving and troubleshooting skills
• Strong customer service orientation and exceptional communication skills, both verbal and written
• Ability to prioritize projects and tasks, and work in a fast-paced environment
• Proactive and self-motivated with a willingness to learn and adapt to new technologies
• Preferred: A+ and/or Network+ certifications, Aviation or Manufacturing experience, Quantum or other ERP experience

What We Offer

• 11 paid holidays a year, plus 15 days of paid vacation time, and 6 days of paid sick/personal time to start with an increase to 20 days of paid vacation time after 5 years with Pilatus
• 90% of medical, dental, and vision premiums paid for single coverage and 80% for family coverage, averaging $9,600 annually
• Monthly health savings account (HSA) contributions totaling $2,250 for single coverage and $3,000 for family coverage annually
• 401(k) retirement plan matching up to 6%
• Life and long-term disability insurance premiums paid in full
• Tuition assistance available annually after the first year

The salary range for this position is $52,000 - 72,800 per year depending on experience. Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.
Pilatus Business Aircraft Ltd was founded in Broomfield, Colorado in 1996. Pilatus' new 118,000 square foot facility is custom-designed to conduct aircraft interior and exterior completions for all PC-12 NGX and PC-24 aircraft delivering to North and South America. This new completions center consolidates the operations Pilatus has performed at the Rocky Mountain Metropolitan Airport for over 20 years.
With over 2,000 employees and about 120 apprentices at its headquarters in Stans, Switzerland and completion center in Broomfield, Colorado, the Pilatus family unites people from over 40 countries. We offer a secure, innovative, international, and sustainable work environment. Courage, vision, and outstanding performance have made us a strong company. Our culture is shaped by a high level of quality awareness, close customer relationships, and a high degree of employee commitment.
Pilatus Business Aircraft Ltd provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
To submit a paper application, please mail your resume to 12300 Pilatus Way, Broomfield, CO 80021 Attention: Human Resources. No walk-ins please. If personalized assistance is needed to complete an online application for this position, please email employment.us@pilatus-aircraft.com with your request.
Salary Description
$52,000 - 72,800 / year