Overview
We make the extraordinary, accessible, every day.
Wheels Up (NYSE: UP), a world leader in private aviation, offers a total private aviation solution that includes world-class safety, service, and flexibility through on-demand flights, membership programs, corporate solutions, aircraft management, whole aircraft sales, and a strategic partnership with Delta Air Lines. We offer a challenging and rewarding career in an exciting and growing industry. This is a chance to join a team of some of the best aviation professionals in the industry, committed to unparalleled safety and service for our clients, in a range of sectors from military to ultra-high-net-worth individuals.
Role Overview
Wheels Up Partners is a wholly owned subsidiary of Wheels Up. Its services include Private Membership, Aircraft Management, Maintenance, FBO services, Charter Operations, and Aircraft sales. We offer a challenging and rewarding career in an exciting and dynamic industry. This is a chance to join a team which has an incredible depth of knowledge as well as the drive to deliver service excellence to our clients across a wide variety of sectors from the military to ultra -high-net-worth individuals.
Wheels Up is looking for a world-class Desktop Support Technician in Chamblee, GA (hybrid) to join our team of dedicated and passionate professionals, fueled by the most powerful brand in private aviation, as we continue our mission of democratizing the private aviation space through cutting-edge technology and innovative product and service offerings.
Responsibilities
- Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
- Provide in person and remote end user support with an emphasis on quality resolutions
- Help improve end user productivity by completing triage, offering advice, and teaching products and capabilities
- Support for computer hardware and any authorized desktop software for Windows, MacOS and iOS base systems
- Provide operating system and application support to diagnose and resolve unique, non-recurring problems
- Reimage systems as required
- VPN troubleshooting and support
- Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified
- Ensures configuration and inventory management database entries are complete and accurate
- Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
- Identify and learn appropriate software and hardware used and supported by the organization
- Reinforce SLAs to manage end-user expectations
- Identifies potential escalations and proactively alerts management as needed.
- Perform other duties as assigned
Qualifications
Minimum Qualifications
- 3-5 years of professional deskside support experience
- Must possess a professional demeanor and strong customer service skills
- Experience troubleshooting/repairing desktop and laptop hardware and software
- Onsite and remote support experience necessary
- Basic understanding of networks, Client servers and telecoms
- Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint)
- Strong Microsoft operating system troubleshooting skills
- Strong problem solving and critical thinking skills
- Strong written and verbal communication skills
- Must be self-motivated and the ability to work independently with minimal supervision
- Must have excellent time management skills
- Must be detail and process oriented
- Ability to work flexible hours from time to time to cover for other staff and to be on call rotation (nights & weekends)
Preferred Qualifications
- Experience supporting MacOS based laptops and software
- Previous aviation experience a plus
- Audio/video equipment troubleshooting, setting up, taking down, etc.
- Active Directory experience
- Ticketing system experience
What We Offer
What’s In It For You
At Wheels Up, you will help make the extraordinary possible. Our culture is rooted in a shared dedication to living our 5x5 Values - Safety, Trust, Accountability, Belonging and Innovation - the core of who we are and what we celebrate. At Wheels Up, our people are our success. Exploring a career at Wheels Up gives you a chance earn amazing compensation and benefits, helping you and your family have the type of balance you deserve in both your career, and life away from work:
- Competitive salary
- 401(k) with generous company contributions up to 6%
- Paid time off including vacation, holidays, paid personal time, maternity and parental leave
- Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits
- Family care assistance through fertility support, surrogacy and adoption assistance, lactation support and programs that help with loved ones in all stages
- Total Personal Well-being programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
- Career development programs to achieve your long-term career goals
Salary Range
The wage range for this position ($65,000 - $77,000) is determined on a variety of factors that are considered in making compensation decisions, such as differences in skill sets; experience and training; licensure and certifications; and other business and organizational needs. This wage range has not been adjusted for any applicable geographic differential associated with where the position may be filled. At Wheels Up, it is not typical for an individual to be hired at or near the top of the range for their role. Your placement within the wage range is primarily based on your qualifications and experience.
You may also be eligible to participate in a discretionary annual incentive program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
What You Will Bring
- An unwavering commitment to SAFETY
- The ability to build TRUST through transparency and communication
- A commitment to achieving results the right way and a willingness to take ACCOUNTABILITY when we do not
- The knowledge that there is power in bringing people with different points of view and life experiences together and a culture of BELONGING leads to unlimited and unrestricted collaboration
- A belief that INNOVATION is only possible in an environment where we make things simpler, strive for continuous improvement and understand that great thinking can come from anywhere in our organization
- A willingness to be curious, constantly asking questions to help promote creative thinking, problem solving and trouble shooting
- A desire to collaborate and be part of a diverse team and when necessary, lean into and manage conflict effectively
- A high level of integrity in everything you do
- A strong commitment to service and a meticulous attention to detail
- A level of professionalism unmatched in the aviation industry
Commitment to Diversity
At Wheels Up our 5x5 Value of Belonging is based on the principle that every employee has a voice. We believe in inclusiveness, and celebrate each person’s individuality, because there is power in bringing people with different points of view and life experiences together. We are launching DEIB initiatives that support ALL employees and help to cultivate a culture where ALL employees can bring their authentic selves to work.
Accommodation for Applicants with Disabilities
Wheels Up is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may email us at hr@wheelsup.com or alternatively send a fax to 859-334-6552. In order to quickly respond to your request, please use the words "Accommodation Request" as the subject line of your email or as the title of your fax document.
