IT Operations Engineer

Jeppesen Fore Flight is seeking an IT Operations Engineer II to join our Help Desk team. This is a generalist role supporting employees across a wide range of platforms, operating systems, and productivity tools. The ideal candidate is a strong troubleshooter who takes ownership of issues end-to-end, communicates clearly with non-technical users, and brings a continuous improvement mindset to help elevate how our Help Desk team operates.

This role will hybrid from Englewood Co.

Our End User Services team is evolving IT support from a reactive function into a proactive, empowering resource for the business. We operate as a globally distributed network of generalist engineers, each grounded in their local site while connected through a unified ITSM platform. By expanding self-service capabilities, building smart automations, and embracing modern AI tools, we free our engineers to focus on what matters most — meaningful user connections, complex troubleshooting, and continuous improvement of how we deliver IT across the organization.

• Serve as a primary point of contact on the Help Desk, triaging and resolving end-user issues across a broad range of platforms, operating systems, and applications.
• Administer and support Microsoft 365 services including Exchange Online, One Drive, and SharePoint — managing mailboxes, licenses, and tenant configurations.
• Support Slack as the primary team messaging and collaboration platform, including workspace administration, app integrations, and user support.
• Manage Windows and macOS endpoints using Microsoft Intune and Jamf Pro, including device enrollment, configuration profiles, OS updates, and compliance policy enforcement.
• Work and manage service requests and incidents in Jira Service Management (JSM), maintaining SLA compliance, accurate documentation, and clear communication throughout the ticket lifecycle.
• Support users with Google Workspace applications alongside M365, including mail flow, shared drives, and calendar administration.
• Assist with email security administration, including ProofPoint policy management and mail flow troubleshooting across both M365 and Google Workspace environments.
• Support Zoom as the primary video conferencing platform, including administration of Zoom Rooms systems in physical conference rooms across office locations.
• Support the full employee lifecycle, from hardware provisioning and new-hire onboarding through offboarding and device recovery.
• Identify and implement improvements to Help Desk processes by building JSM automations, scripting repetitive tasks, and leveraging modern AI tools to increase team efficiency.
• Maintain and contribute to an internal knowledge base with SOPs, runbooks, and end-user self-service articles.
• Collaborate with peers and senior engineers to elevate complex issues and contribute to cross-functional IT initiatives.

• 2+ years of experience in a Help Desk, IT Support, or IT Operations role in a corporate environment.
• Demonstrated experience supporting Microsoft 365 services, including Exchange Online, One Drive, and SharePoint.
• Hands‑on experience managing Windows and/or macOS endpoints via an MDM platform (Intune and/or Jamf).
• Experience working within a ticketing system to manage incidents and service requests with attention to SLA, documentation, and follow-through.
• Strong troubleshooting skills and ability to independently research and resolve unfamiliar issues across diverse platforms.
• Excellent communication skills with a customer‑first approach to technical support.
• Ability to manage and prioritize multiple open tickets simultaneously in a fast‑paced environment.

• Experience working in Jira Service Management (JSM) or other Atlassian products (Confluence, Jira Software).
• Proficiency managing both Intune and Jamf Pro for dual‑platform (Windows and macOS) endpoint administration.
• Experience with ProofPoint or similar email security and filtering solutions.
• Experience administering Google Workspace at the admin/tenant level, in addition to M365.
• Comfort writing basic scripts (Power Shell, Python, or similar) or building workflow…