IT System Administrator and Tech Support

BACKGROUND 

A FAR Part 121 Supplemental Air Carrier, Gridiron Air is a leading charter airline specializing in customized flight solutions using its fleet of Boeing 777-200ER aircraft. We are committed to delivering new levels of safety, hospitality, and operational excellence to the charter market. Our talented flight and cabin crew operate across the globe, 365 days a year. These talented team members are supported by dedicated professionals out of our corporate office - including our state-of-the-art Operations Control Center and world-class Maintenance Operation - located at AFW, Perot Field Fort Worth Alliance Airport, in Fort Worth, Texas. Flexibility is required to meet the needs of our business and will require evening and weekend availability, when needed.  

Gridiron expects its employees to conduct business honestly and ethically wherever operations are maintained. We strive to improve our services, products, and processes consistently and will maintain a reputation for safety, reliability, service, operational excellence, integrity, diversity, and inclusion. Our employees are expected to adhere to high standards of business and personal integrity as a representation of our business practices at all times, consistent with their duty of loyalty to the company. In addition, Gridiron Air expects all its employees to uphold a work environment that ensures Safety, Security, Quality, Responsibility, and value for all our employees, clients, customers, and other stakeholders. 

SUMMARY 

The IT Systems Administrator & Technical Support professional ensures the smooth operation of IT systems and network infrastructure across the organization. This role combines hands-on technical support with system and network administration responsibilities, requiring strong technical expertise, problem-solving skills, and the ability to work independently. Additionally, this role supports the design, development, deployment, and maintenance of internal web applications, Microsoft Power Apps solutions, and other application platforms to meet the evolving operational and software needs of various departments. 

GENERAL DUTIES 

System Administration: 

• Serve as Microsoft 365 administrator, including E3/E5 licensing, user account management, Exchange Online, Teams, SharePoint, OneDrive, and Entra ID (Azure AD). 

• Administer and maintain Microsoft 365 security and compliance features, including Conditional Access, Multi-Factor Authentication (MFA), Microsoft Defender, and Data Loss Prevention (DLP) policies. 

• Provide technical support for mobile devices, workstations, printers, audiovisual equipment, and related software applications. 

• Install, configure, maintain, and troubleshoot servers, workstations, operating systems, and peripheral devices. 

• Monitor system performance, availability, and health to ensure optimal operation and reliability. 

• Perform system updates, patch management, backups, disaster recovery testing, and security maintenance activities. 

• Evaluate, recommend, and implement hardware, software, and cloud-based technology solutions. 

• Troubleshoot and resolve complex system issues in a timely and professional manner. 

• Develop and maintain technical documentation, standard operating procedures, and system inventories. 

• Lead projects involving system upgrades, migrations, integrations, and technology implementations. 

Application Development & Business Solutions 

• Design, develop, deploy, and maintain internal web-based applications and business solutions. 

• Develop and support Microsoft Power Apps, Power Automate workflows, SharePoint solutions, and other low-code/no-code platforms. 

• Collaborate with department stakeholders to gather business requirements and translate them into effective software solutions. 

• Create automated workflows and process improvements to increase operational efficiency and data accuracy. 

• Integrate applications with Microsoft 365 services, databases, APIs, and third-party systems where applicable. 

• Maintain application documentation, testing procedures, and change management records. 

• Provide training and support to end users for internally developed applications and automation tools. 

• Evaluate emerging application development technologies and recommend solutions to support business objectives. 

Network Administration: 

• Manage and maintain network infrastructure, including switches, routers, wireless systems, VPNs, and firewalls. 

• Implement and enforce network standards, procedures, cybersecurity controls, and security best practices. 

• Monitor network performance, availability, and security using appropriate monitoring and management tools. 

• Troubleshoot and resolve network connectivity, performance, and security issues both on-site and remotely. 

• Manage vendor relationships and coordinate support activities with service providers when necessary. 

• Lead network-related projects, upgrades, and technology refresh initiatives. 

• Maintain network diagrams, configurations, and technical documentation. 

End-User Support & Collaboration: 

• Provide Tier 1 and Tier 2 technical support for hardware, software, application, and network-related issues. 

• Respond to and track support requests through established ticketing and service management processes. 

• Configure, deploy, and support new user workstations, devices, software, and system access. 

• Partner with business units to identify technology needs and implement practical solutions. 

• Assist with IT asset lifecycle management, including procurement, inventory control, deployment, and disposal. 

• Conduct end-user training on Microsoft 365 applications, security awareness, and internally developed tools. 

• Represent the IT function to stakeholders and collaborate on cross-functional technical initiatives. 

Other: 

• Support special projects and adapt to evolving organizational needs and technology requirements. 

• Maintain awareness of industry trends, cybersecurity threats, and emerging technologies. 

• Ensure compliance with company policies, regulatory requirements, and information security standards. 

• All employees are expected to be well-versed in the Gridiron Air Safety Management System (SMS). They should be proficient in carrying out duties in line with their training and participation in the SMS. Moreover, they are encouraged and supported to identify and report safety hazards, detect safety shortcomings, and voice safety concerns within the operation, thus promoting a proactive safety culture. 

• May perform other responsibilities as assigned based on business needs and shifting company priorities.  

QUALIFICATIONS 

• 3-5 years of experience in IT systems and network administration. 

• 2+ years of experience developing and supporting business applications using Microsoft Power Platform (Power Apps and Power Automate), Python, JSON, or other web application development platforms. 

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent combination of education, certifications, and experience. 

• Proficiency administering Microsoft technologies, including Windows desktop operating systems, Microsoft 365, Entra ID (Azure AD), Intune, and MDM solutions. 

• Experience with Windows and macOS environments, Azure cloud services, virtualization platforms, and server administration. 

• Experience with network infrastructure, including switches, routers, firewalls, VPNs, and wireless technologies. 

• Working knowledge of cybersecurity principles, endpoint protection, access management, and security best practices. 

• Experience with scripting and automation tools such as PowerShell, Python, or similar technologies. 

• Strong troubleshooting and analytical skills for hardware, software, application, and network issues in both local and remote environments. 

• Excellent communication, organizational, customer service, and interpersonal skills. 

• Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment. 

• Flexible and self-motivated, with availability to support a 24/7 operational environment. 

WORKING CONDITIONS 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee will primarily work in an office setting. Occasionally, the employee is exposed to outside weather conditions which may include wet and/or humid conditions and extreme heat and cold. When working outside the office, the noise level in the work environment is often loud. Occasional travel may be required (<10%).  

PHYSICAL REQUIREMENTS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made for qualified individuals with disabilities to perform the essential functions of this role. While performing the duties of this job, the employee is required to speak, write, and understand English. Employees must also adhere to Gridiron Air's Drug and Alcohol policies.