Senior IT Support Specialist

ABOUT MAGELLAN JETS:

Founded in 2008 and now one of the largest private aviation providers, Quincy, MA-based Magellan Jets is a premier provider of private aviation solutions, offering a comprehensive range of Jet Card ownership, On-Demand Charter, and Aircraft Sales and Management. With a focus on personalized service, Magellan Jets is dedicated to delivering customized and unparalleled flying experiences to its Private Clients worldwide. Magellan Jets and its FAA-certificated Flight Operations team lead one of the industry's most comprehensive safety management systems and protocols providing peace of mind to the most discerning travelers.

POSITION SUMMARY:

Reporting directly to the IT Manager, this position owns day-to-day IT support and the device and identity lifecycle for approximately 140 end users across the Quincy headquarters and remote staff, in a Mac and iPhone environment. The role is the primary owner of the helpdesk queue, the hands-on administrator for endpoint management, identity provisioning, and onboarding and offboarding, and it carries scoped projects end to end from plan through delivery.

ESSENTIAL FUNCTIONS:

As the Senior IT Support Specialist, you will do the following:

• Own the IT helpdesk queue: triage, resolve, and route requests through the helpdesk form and Jira, keep ticket assignment accurate, and report on volume and resolution time
• Provide day-to-day technical support for end users, troubleshooting hardware, software, and network issues in a MacBook and iPhone environment, onsite and remote
• Assist with endpoint management in Mosyle MDM, including enrollment, profiles, policies, software deployment, and security baselines, and own the device lifecycle from procurement and staging through refresh, collection, and disposal
• Assist with identity and access in Okta as secondary administrator: user lifecycle, group and application assignment, SSO and SCIM provisioning for integrated applications, and periodic access reviews
• Execute standardized onboarding and offboarding end to end, including account provisioning and deprovisioning, device preparation and return, and verification that automation (SCIM, MDM) completed correctly
• Support the security program: respond to phishing reports and security alerts following the incident response playbook, deploy installation and endpoint policies, support Cloudflare Zero Trust (WARP) enrollment and troubleshooting, and support security awareness training operations in Mimecast Engage
• Administer and support core platforms, including Microsoft 365 and Entra, 1Password, RingCentral, and Claude, covering access requests, deployments, and user guidance
• Support office technology and AV: conference rooms, displays and signage, docking stations and peripherals, and basic network troubleshooting on UniFi in coordination with the IT Manager
• Own scoped projects end to end: define the plan, selection criteria, timeline, and metrics, flag scope changes and blockers early, and report status (examples: device refresh, MDM consolidation, helpdesk tooling enhancements)
• Maintain documentation: runbooks, trackers, knowledge base articles, and the helpdesk tooling (IT Support Request form and My Tickets page)
• Communicate effectively with users to understand and resolve technical issues while delivering excellent customer service
• Collaborate with IT and other departments to identify and implement improvements to the overall IT environment

COMPETENCIES:

Knowledge:

• 3 to 5 years of IT support or systems administration experience, Mac-centric environments preferred
• Working knowledge of Okta or a comparable identity provider, including SSO and SCIM provisioning concepts
• Working knowledge of Apple MDM (Mosyle, Jamf, or comparable) and Apple Business Manager
• Microsoft 365 and Entra administration fundamentals
• Familiarity with Zero Trust access tools (Cloudflare One or comparable), password managers, and ticketing systems such as Jira
• Basic networking (DHCP, DNS, WiFi, VLAN concepts) sufficient to troubleshoot and escalate

Skills:

• Skills to diagnose and resolve hardware, software, and network issues effectively
• Strong skills in delivering day-to-day technical support to end users
• Ability to scope and run a project independently: plan, dates, metrics, and status reporting, with decisions made from data (for example, fleet analysis from MDM exports)
• Proficiency in communicating technical information clearly and effectively to non-technical users
• Skills in working collaboratively with IT teams and other departments to implement improvements
• Strong skills to create and maintain clear and concise documentation for IT processes and user guides

Abilities:

• Delivers friendly, patient support and makes sure every user leaves with their issue resolved
• Takes ownership of work from start to finish and flags changes in scope or roadblocks as soon as they come up
• Picks up new tools and processes quickly as our systems evolve
• Troubleshoots methodically, gets to the root of a problem, and suggests practical fixes
• Stays accurate and organized when managing user accounts, permissions, devices, and documentation
• Juggles multiple requests at once and knows which ones need attention first
• Works independently as the go-to onsite IT person when the IT Manager is remote or unavailable                                         

SUPERVISORY RESPONSIBILITIES (if applicable):

This position doesn't have any supervisory responsibilities.

WORK ENVIRONMENT:

• Location: Primarily onsite at the Quincy headquarters, with one remote work-from-home day each week. Onsite presence is required for hands-on device, AV, and network work. Occasional work at the Hanscom FBO and other company locations.
• Conditions: General office environment with moderate noise levels. Occasional evening or weekend work for planned maintenance windows, system cutovers, or incident response.

PHYSICAL DEMANDS:

• Extended periods sitting at a desk or workstation.
• Occasional walking and movement between work areas (e.g., meetings, restrooms, or kitchen).
•  Repetitive hand and wrist movements via frequent typing and use of a mouse.
• Lifting and moving IT and AV equipment up to 40 lbs, with assistance for heavier displays, and use of a step ladder for access points and wall-mounted displays.
• Screen use: prolonged use of a computer screen.

POSITION TYPE AND EXPECTED HOURS OF WORK:

This is a Full-Time Exempt position.

TRAVEL:

Limited, but may require occasional travel to company locations (Hanscom FBO, Nantucket) and occasional overnight travel for industry conferences, client meetings, or operational oversight at other locations.

ADDITIONAL ELIGIBILITY QUALIFICATIONS:

N/A

AFFIRMATIVE ACTION PLAN/EQUAL EMPLOYMENT OPPORTUNITY (AAP/EEO) STATEMENT:

Magellan Jets is an equal opportunity employer and is committed to diversity in its workforce. We consider all qualified applicants without regard to race, color, national origin, gender, age, disability, or veteran status, in accordance with applicable law.

OTHER DUTIES:

This job description is intended to convey information essential to understanding the scope of the Senior IT Support Specialist position. It is not an exhaustive list of responsibilities, duties, and skills required for the role. Magellan Jets reserves the right to amend this job description at any time to reflect business needs and operational priorities.

BENEFITS: 

At Magellan Jets, we value the well-being of our team and are proud to provide a robust benefits package for all full-time, exempt employees.  

Health & Wellness Benefits: 

• Generous vacation and sick time policy

• 9 company paid holidays

• Medical Insurance (HMO or PPO)

• Dental and Vision coverage

• Health Reimbursement Arrangement (HRA)

• Healthcare Flexible Spending Account (HFSA)

• Dependent Care Flexible Spending Account (DCFSA)

• Rx Cost Share Assistance Program

• Life Insurance & Disability Benefits (100% Employer Paid)

• Free Employee Assistance Program (EAP)

Financial & Retirement Benefits: 

• 401(k) Retirement Plan with an employer match

• Fitness Reimbursement Program

• Pet Insurance Discount

The Senior IT Support Specialist role offers a competitive annual base salary. Final compensation is based on experience and location, and the position includes eligibility for Magellan Jets’ comprehensive benefits package.

OUR CORE VALUES: 

We believe the foundation of exceptional service begins with the best people in the business that see each interaction as an opportunity to grow a relationship. Our internal culture is felt externally by our private clients because of our alignment on our core values across the business.

• Lead with Safety: Deliver the uncompromising commitment to safety

• Care Deeply: Own everything you do and constantly improve

• Create Amazing: Develop, cultivate and share a prosperity mindset

Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Magellan Jets, please go directly to our Careers Page: https://magellanjets.com/careers. Magellan Jets will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Magellan Jets will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Magellan Jets Talent and People Operations professionals will only be sent from @magellanjets.com email addresses. Legitimate emails will never originate from gmail.com, yahoo.com, or other commercial email services.