Help Desk Specialist
Job Title: Help Desk SpecialistLocation: Wheeling, ILAbout George J. Priester AviationGeorge J. Priester Aviation is a premier aviation services company providing comprehensive aircraft management, charter, maintenance, and flight operations solutions. With decades of experience supporting owner-managed and client-focused flight departments, we are known for our commitment to safety, professionalism, and white-glove service.Our team operates in a dynamic Part 135 and Part 91 environment, supporting diverse aircraft types and mission profiles across the U.S. and internationally. At George J. Priester Aviation, we value integrity, collaboration, and accountability and we take pride in building long-term careers within aviation.Position SummaryThe Help Desk Specialist provides Tier 1-2 technical support across a mixed Windows, macOS, and mobile environment. This role requires strong experience with Freshservice as the primary ITSM platform, along with hands-on skills in Microsoft Entra ID, Intune, Autopilot, and iPad MDM solutions including MaaS360 and Jamf. This individual is customer-focused, detail-oriented, and comfortable supporting a wide range of technologies.Key ResponsibilitiesIT Service Management (Mandatory)Use Freshservice as the primary ticketing and workflow platform.Triage, prioritize, and resolve incidents and service requests within SLA.Maintain accurate ticket documentation, asset records, and knowledge base articles.End-User SupportProvide technical support for Windows 11, macOS, and iPad devices.Troubleshoot hardware, software, printing, and peripheral issues.Provision iPads, and notebooks to new hires.Perform application installs, updates, and configuration.Deliver support both remotely and onsite with excellent customer service.Identity & Access ManagementManage user accounts, groups, and access policies in Microsoft Entra ID.Support MFA, SSO, conditional access, and password resets.Handle onboarding/offboarding workflows and identity lifecycle tasks.Device Management & ProvisioningDeploy and manage Windows devices using Intune and Windows Autopilot.Configure compliance policies, configuration profiles, and security baselines.Mobile Device Management (MDM) Enroll, configure, and support iPads & BYOD smartphones through MDM platforms(MaaS360, Jamf).Apply app deployments, restrictions, compliance rules, and remote actions (wipe/lock).Maintain accurate device inventory and ensure security compliance.Networking & ConnectivityAssist with troubleshoot LAN, and WLAN/Wi-Fi issues.Assist with monitor and support network infrastructure using Cisco Meraki dashboards.System AdministrationPerform OS updates, patching, and endpoint security tasks.Support Microsoft 365 applications and Exchange Online cloud services.Assist with hardware lifecycle management and asset tracking.Documentation & CollaborationCreate and maintain technical documentation and knowledge base articles.Collaborate with engineers/manager/MSP on escalations and project work.Communicate clearly and professionally with end users and team members.