What are the responsibilities and job description for the IT Desktop Support Technician position at Aero Engineering Support Group, Inc.?
Company Description Aero Engineering Support Group, Inc. (AESG) specializes in test and repair solutions for a wide range of military and commercial avionics systems and components. The company supports accessories, circuit card assemblies, power supplies, inertial navigation systems, central air data computers, gyros, heads up displays, counter measurement equipment, radars, instruments, platform assemblies, and structural repairs. AESG focuses on providing innovative solutions and services that enable complete maintenance capabilities for its clients. The organization delivers high-quality, cost-effective test solutions and complex electronics repair support to customers around the world, offering opportunities to work with advanced technology in a mission-critical industry.
Role Description Key Responsibilities:
• Image, configure, and deploy PCs using USB‑based tools and Microsoft Intune.
• Troubleshoot and resolve basic to intermediate IT issues related to hardware, software, networks, and user accounts.
• Use an IT ticketing system to log, track, and respond to support requests in a timely manner.
• Communicate clearly with users over the phone, email, Microsoft Teams, and in person to understand issues and provide solutions.
• Use remote desktop tools such as RDP and Splashtop to diagnose and resolve user issues.
• Manage user accounts, permissions, and security groups within Microsoft Active Directory and Azure AD.
• Handle device compliance, configuration profiles, and application deployment through Microsoft Intune.
• Identify when issues should be escalated to senior IT staff, providing complete and accurate documentation.
• Assist with onboarding and offboarding tasks including device setup, account creation, and access provisioning.
• Maintain accurate inventory records of IT equipment and supplies.
• Follow AESG IT policies, security standards, and procedures to ensure consistent and secure operations.
• Associate degree in IT or equivalent professional experience.
• Experience imaging and building PCs with both USB tools and Intune; knowledge of Autopilot is a bonus.
• Basic to intermediate troubleshooting skills across hardware and software environments.
• Prior experience using an IT ticketing system.
• Strong interpersonal and communication skills; able to guide users through solutions via phone, email, Teams, and remote desktop software.
• Working knowledge of Microsoft Active Directory, Azure AD, and Microsoft Intune.
• Ability to prioritize tasks and work independently in a fast‑paced environment.
Preferred Qualifications:
• Familiarity with Microsoft 365 administration.
• Experience supporting Windows and mobile devices.
• Understanding of networking basics (DNS, DHCP, VPN, Wi‑Fi troubleshooting).
• Basic knowledge of cybersecurity best practices (password hygiene, device hardening, phishing awareness, endpoint protection).
• Familiarity with Cisco Meraki network environments is a plus.
• Relevant certifications (CompTIA A , Network , Microsoft certifications; security‑related certs such as Security are a plus).
Summary:
The IT Desktop Support Technician at AESG provides day‑to‑day technical support to end users, ensuring devices, applications, and systems operate effectively. AESG is actively progressing toward CMMC Level 2 compliance, and this role supports maintaining secure IT operations aligned with that goal. This position requires excellent customer service skills, strong technical troubleshooting abilities, and the judgment to escalate issues appropriately. The technician will help maintain reliable IT resources and deliver a positive user experience.