IT Operations Engineer I

Description 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) 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