IT Service Desk Admin

Avionyx S.A. is a software engineering services company based in Heredia, Costa Rica, fully owned by Joby Aviation in Santa Cruz, CA. As an AS-9100D company and in business since 1989, Avionyx provides expert, high-quality, full-lifecycle avionics software and hardware engineering services for eVTOL/UAM, rotorcraft and fixed wing aircraft, complying with the most rigorous software engineering standards in the world.

An IT Service Desk Admin would operate primarily within the ticket system providing Tier 1/2 support for end user ticket request, remote software installs, hardware warranty requests, and basic diagnostics to escalate to tier 2/3 admins. Operating in conjunction with the IT Site Admins team as on-site resources to troubleshoot, implement, and deploy organization needed systems.  

Infrastructure (Focus – 10%) 

• Zoom & Microsoft Teams room AV administration, deployment, and vendor management 

OS Management (Focus – 30%) 

• Install and upgrade computer components and software as needed by team 
• Lead desktop, laptop, and test system support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions 
• Responsible for operation and management of multi-OS device management systems to deploy security updates, OS updates, and software.  

Service Desk Ticketing (Focus – 60%) 

• Manage service queues and route tickets to IT Site Admins as appropriate for higher tier support 
• Manage and order inventory as needed 
• Remote software installation 
• Responding or active presence in Slack channels 
• Generating Dell warranty support requests 
• Contractor form request fulfillment 
• Diagnosing issues with computer software, peripherals 

• Associate or bachelor's degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required 
• 3+ years of IT service administration experience
•  Fluency in English 
• Basic knowledge of server systems, software & hardware deployment tools, and networking protocols 
• Basic knowledge of scripting languages and automation tools 
• A proven track record of developing and implementing IT strategy and plans 
• Strong knowledge of implementing and effectively developing service desk and IT operations best practices, including knowledge of security, storage, data protection, and disaster recovery protocols 
• Effective verbal and written communication skills. Should be able to adapt communication style to suit different audiences 

• IT Certs: CompTIA A+, Linux+, MS MCSA, MTA, Apple ACSP 
• Experience with Jira Service Desk & Integrations 
• Experience with R&D Test system environments 
• Experience with Intune / JAMF / Landscape MDM

• Stay fresh with our Flexible Schedule
• Get a mid-year bonus!
• Stay at home with our Telecommuting Options
• Lunch is on us when you are at the office
• Step up your English with paid classes!
• Get Training/Tuition subsidies for online learning
• Stay connected with our Internet Subsidy
• The Gym Subsidy should keep you fit and relaxed!
• Get there on time and effortlessly with the Transportation Subsidy
• Go places with our Travel Opportunities across the US!!
• Stay healthy with our Medical Health Plan
• Spend more time with your loved ones with our Additional Personal Time Off (increased by seniority)