IT Support Analyst

JOB SUMMARY 

The IT Analyst supports the Company's technology infrastructure, business applications, and end users across aircraft maintenance, MRO, warehouse, materials, quality, maintenance planning, and administrative operations. Provides technical support, troubleshooting, system administration, application support, data analysis, and process improvement while ensuring technology systems are reliable, secure, and aligned with operational requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

IT Support & Troubleshooting

• Provide Tier 1 and Tier 2 support for hardware, software, network connectivity, user accounts, printers, mobile devices, and business applications.
• Diagnose and resolve technical issues promptly and escalate complex issues as appropriate.
• Support workstations, laptops, scanners, printers, Desktops, mobile devices, and other IT equipment.
• Assist with system access, password resets, application issues, and user questions.
• Document incidents, resolutions, recurring issues, and system changes.

MRO & Business Application Support

• Support ERP, MRO, maintenance, inventory, materials, quality, timekeeping, HRIS, and other business applications.
• Support systems used for aircraft maintenance, work orders, parts, tooling, inventory, employee time, and production activities.
• Work with Operations and Maintenance to resolve technology issues affecting production and maintenance activities.
• Assist with application configuration, testing, upgrades, implementations, and data integrity.
• Coordinate with vendors and internal stakeholders to resolve application issues.

Systems Administration & Security

• Assist with user account creation, modification, termination, and access management.
• Maintain appropriate access controls based on job responsibilities and business need.
• Support cybersecurity, endpoint security, antivirus/EDR, patching, and system updates.
• Assist with monitoring system availability, network connectivity, and security alerts.
• Follow procedures for data protection, backup, recovery, and business continuity.
• Support IT audits and documentation requirements.

Data & Reporting

• Develop and maintain basic reports, queries, dashboards, and data extracts.
• Analyze system and operational data to identify trends, discrepancies, and improvement opportunities.
• Assist with data validation, reconciliation, and technology-related reporting.

Project & Process Improvement

• Participate in IT projects, system implementations, upgrades, integrations, and process improvements.
• Assist with business requirements, testing, and validation of system changes.
• Develop and maintain user procedures, system documentation, and training materials.
• Identify opportunities to improve system efficiency, automation, and user experience.

MRO Operational Support

• Provide timely IT support throughout hangars, maintenance areas, warehouse, offices, and other operational areas.
• Understand the operational impact of technology issues on maintenance, production, inventory, quality, schedules, and customer commitments.
• Support technology used by technicians, inspectors, planners, materials personnel, and management.
• Respond to critical IT issues in accordance with established escalation procedures.
• Maintain professionalism and awareness of the safety-sensitive aviation environment.

Additional Responsibilities

• Maintain confidentiality of Company, employee, customer, aircraft, maintenance, and business information.
• Comply with Company policies, safety requirements, cybersecurity standards, and applicable FAA and regulatory requirements.
• Maintain accurate IT documentation, asset records, and system inventories.
• Assist with IT asset procurement, deployment, configuration, and lifecycle management.
• Support employee onboarding and offboarding, including equipment and system access.
• Participate in after-hours or emergency support when required.
• Perform other duties and responsibilities as assigned.

NUMBER OF PEOPLE SUPERVISED

• 0 direct reports. This position does not have supervisory responsibilities.

EDUCATION, EXPERIENCE & QUALIFICATIONS:

Education & Certifications

• Associate degree in Information Technology, Computer Science, Information Systems, or related field preferred.
• Equivalent combination of education, technical training, certifications, and relevant experience may be considered.
• CompTIA, Microsoft, or similar industry certifications preferred but not required.

Experience

• Minimum of two (2) years of experience in IT support, technical support, systems administration, business application support, or related IT function.
• Experience supporting ERP, MRO, CMMS, inventory, maintenance, manufacturing, or other business-critical applications preferred.
• Aviation, aerospace, aircraft maintenance, manufacturing, or regulated-environment experience preferred.
• Experience administering Microsoft 365, Windows environments, servers and backups, network systems, mobile device management (MDM), user accounts and access, and troubleshooting hardware, software, systems, and connectivity issues

Qualifications

• Strong technical troubleshooting, analytical, and problem-solving skills.
• Ability to prioritize multiple requests based on urgency and operational impact.
• Strong communication, customer service, and interpersonal skills.
• Ability to work independently and collaboratively with employees at all levels.
• Ability to maintain confidentiality and exercise sound judgment.
• Ability to work effectively in a fast-paced MRO environment.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge

• IT hardware, software, operating systems, networking, cybersecurity, and troubleshooting fundamentals.
• Microsoft 365 administration, including Entra ID (Azure), SharePoint, and related Microsoft cloud services.
• Cisco Meraki, network switches, servers, Hyper-V, Active Directory, and mobile device management (MDM).
• Multi-factor authentication (MFA), wireless access points, and virtual private networks (VPN).
• User account administration, access controls, system permissions, onboarding and offboarding, and IT security practices.
• Network cabling, installation and configuration of security cameras, printers, mobile devices, and other IT equipment.
• Executive-level technical support and customer service.
• ERP, MRO, inventory, maintenance, timekeeping, Corridor, and other enterprise applications preferred.
• Aviation MRO workflows and the relationship between technology systems and maintenance operations preferred.
• Data integrity, reporting, system documentation, and basic database concepts.

Skills

• Technical troubleshooting and problem-solving.
• Written and verbal communication.
• Ability to explain technical information to non-technical users.
• Data analysis and identification of discrepancies or trends.
• Accurate technical documentation.
• Proficiency with Microsoft Office/Microsoft 365.
• Ability to manage multiple priorities and deadlines.
• Ability to work effectively with vendors, contractors, and internal stakeholders.

Abilities

• Diagnose and resolve technical issues with minimal supervision.
• Learn and support new technology and business applications.
• Work effectively in a time-sensitive operational environment.
• Exercise sound judgment when addressing system, security, and operational issues.
• Maintain confidentiality and protect sensitive Company and customer information.
• Establish effective working relationships across departments.
• Adapt to changing technology, business requirements, and operational priorities.
• Respond appropriately to urgent or operationally critical IT issues.

POSITION LOCATION:

• There is no travel required for this position.
• Work location - CTS facility Victorville, CA.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit and work at a computer for extended periods.
• Ability to stand, walk, bend, kneel, reach, and occasionally climb or use step stools when accessing or troubleshooting IT equipment.
• Ability to move throughout the facility, including offices, aircraft hangars, maintenance areas, warehouse, and other operational areas.
• Ability to lift, carry, and move IT equipment, including computers, monitors, printers, networking equipment, cables, and other technology equipment, generally up to 30–50 pounds.
• Ability to work in confined or limited-access areas when necessary to install, inspect, or troubleshoot equipment.
• Ability to use hands and fingers for extended periods to operate computers, keyboards, mice, mobile devices, tools, and other IT equipment.
• Ability to visually inspect equipment, cables, connections, screens, and system indicators.
• Ability to communicate effectively in environments that may include elevated noise levels.
• Ability to safely navigate industrial and aircraft maintenance areas while observing applicable safety requirements.
• Ability to wear required personal protective equipment (PPE) when entering designated maintenance, hangar, or operational areas.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Work Environment

The IT Analyst works in a combination of office, warehouse, hangar, and aircraft maintenance environments. The position may be exposed to aircraft and ground-support equipment, elevated noise levels, moving equipment, dust, fumes, temperature variations, and other conditions typical of an aviation MRO facility. The employee must follow all applicable safety, security, airport, and Company requirements when working in operational areas.