IT/Tech Support Specialist Job at Southern Airways Express in Honolulu

At Surf Air Mobility, we're transforming air mobility. As innovators in aviation, we are at the forefront of creating a more efficient and accessible flying experience. With our commitment to a customer-first approach, advanced software solutions, and electrification, we’re pioneering new ways for people to travel, making flying not only faster but more enjoyable. Our passionate team thrives in a collaborative environment where innovation and hard work go hand in hand. Help us shape the future of aviation while working with cutting-edge technologies that are changing the lives of our passengers.

Title: IT/Tech Support Specialist

FLSA: Non-exempt

Location: Honolulu or Kahului

JOB BRIEF:

As our IT/Tech Support Specialist, you will be a member of the IT Team and report to the Manager of IT. Your primary duties include handling incoming queries and assisting end users via in-person, email, or phone support. You will need to document issues thoroughly, guide users through troubleshooting steps, and manage support requests efficiently.

You will also serve as a Subject Matter Expert (SME) for IT functions and processes, diagnosing problems, identifying root causes, and contributing to service desk improvements. Maintaining professionalism and expanding service desk activities are essential parts of your role.

Overall Responsibilities -

• Respond promptly to support requests via phone, chat, and email.
• Resolve tickets related to desktops, peripherals, and cloud services.
• Support internal agents during irregular operations.
• Diagnose and resolve issues remotely using RMM tools like TeamViewer and Kaseya.
• Document interactions and asset updates in incident management systems.
• Work various shifts, including holidays and on-call rotations, and travel as needed.
• Follow IT policies and procedures, and assist with additional IT tasks as assigned.
• Identify areas for technical and process improvements.

Airport and Reservations Agent Support

• Assist airport agents with real-time technical issues, including support for check-in systems.
• Act as a central contact for escalated technical issues.
• Support remote stations during outages and install/configure check-in equipment.

Back-Office Support

• Assist with identity and access management, data recovery, and remote network connectivity.

Project Support

• Collaborate on infrastructure troubleshooting and participate in desktop rollout projects.
• Support testing of application releases and assist with process and technology changes.

Requirements:

• High school diploma or GED.
• At least two years of hands-on IT experience resolving hardware and software issues.
• Knowledge of Google Workspace and airline reservation systems.
• Ability to pass background checks and work in a fast-paced environment.
• Strong problem-solving skills and independence.

Preferred Qualifications:

• A+ or Google certifications.
• Experience in airline or airport IT infrastructure.

Miscellaneous:

• Valid driver’s license, reliable transportation, and ability to work 24/7 shifts, including holidays.
• English proficiency and ability to pass background and drug screening.

Benefits:

• Competitive salary and comprehensive health benefits.
• Retirement plan options and generous PTO policy.
• Travel discounts and access to employee amenities at the Addison office.

This description is not exhaustive and may include additional responsibilities. We are committed to diversity and inclusion, encouraging applicants from underrepresented groups. Surf Air Mobility is an Equal Opportunity Employer.