Lead IT Support Operations Specialist

About Wisk

At Wisk, we're transforming the future of urban mobility through safe, all-electric, autonomous flight. We are a passionate team working together toward a sustainable future, solving high-impact problems that have never been solved before. By delivering everyday flight for everyone, we're making it possible to spend less time getting there and more time being there. If you want to be part of shaping the future of mobility, then read on!

Job Summary

We are looking for an Lead IT Support Operations Specialist to join our team. The goal of an Lead IT Support Operations Specialist at Wisk is to ensure that Wisk employees receive the best IT support. You will be part of the IT Operations team that is responsible for the overall IT support of Wisk employees, contractors, affiliates as needed. The IT Service Technician is responsible for providing advanced technical support and problem resolution for our company's IT infrastructure and end-users. This role requires a high level of expertise in diagnosing and resolving complex hardware, software, and network issues. The ideal candidate is a proactive and skilled problem-solver who can handle escalated support requests, mentor junior technicians, and contribute to the continuous improvement of our IT services. Due to the nature of the work required for this position, this is an onsite opportunity. You will be required to work from our Mountain View, Ca office.

Responsibilities

• Onboarding and Learning: You'll begin by learning our team culture and IT methodologies through our comprehensive onboarding process.
• Advanced Troubleshooting: Diagnose and resolve complex technical issues related to hardware (laptops, desktops, peripherals) and software.
• Documentation and Training: Create and update technical documentation, knowledge base articles, and procedural guides for both the IT team and end-users. You will also mentor and train junior technicians/employees to improve their skills.
• System Administration: Perform system maintenance, patching, and updates to ensure the stability and security of IT systems.
• Hardware and Software Deployment: Configure, deploy, and maintain new hardware and software for employees, ensuring a smooth and efficient onboarding experience.
• Helpdesk Management: Help in triaging and resolving helpdesk related requests through our ticketing system. Distribution of tickets amongst the team.
• User Profile Management: Assist in supporting user profile management through Active Directory and Okta.
• Process Improvement: Learn our IT procedures and develop ideas to improve them, helping to streamline and optimize IT procurement and fulfillment.
• SaaS Solutions: Assist with the rollout of our SaaS (Software as a Service) solutions.
• Customer Engagement: Engage with IT's customers to manage changes to key services.
• Direct Impact: Directly contribute to the overall success of organizational milestones and SLAs.
• Procurement: based on ticket requests, procure hardware and software
• Conference Rooms: troubleshoot software/hardware issues in conference rooms and support meetings as required.
• Projects: support IT related projects

Requirements

• Technical Expertise: A deep and applied knowledge of complex IT systems, processes, and metrics.
• Operating Systems: Familiarity with Mac, Windows, and Linux operating systems.
• System Administration: Experience with Active Directory, Microsoft 365, and/or Google Workspace administration.
• IT Tooling: Exposure to basic administration of Manage Engine, JAMF, Okta, Jira, and Confluence.
• Scripting & Automation: Scripting capabilities (e.g., PowerShell, BASH) and automation experience using tools like Munki, Puppet, or similar.
• Cloud Platforms: Familiarity with Google Cloud Platform.
• Work Schedule: Must be able to accommodate an early start or late finish to support business needs.
• Problem-Solving: Exceptional problem-solving and analytical skills, with the ability to exercise good judgment, independently assess risk, and make critical decisions.
• Interpersonal Skills: Excellent communication and interpersonal skills, with a passion for technology and a commitment to continuous learning.
• AV & Conference Room Technology: Experience with both the hardware and software used in conference rooms, including Google Meet and Zoom.
• Executive & All-Hands Meeting Support: Hands-on experience supporting and managing executive and all-hands meetings.
• Work Environment: Experienced working in a fast-paced environment.
• Technical Skills: Strong technical knowledge and troubleshooting skills for both Mac and PC.
• Hardware: Experience with installing hardware and peripheral components like disk drives, printers, keyboards, and monitors.
• System Deployment: Experience with system deployment, configuration management, and the rollout of updates for Mac and Windows.
• Networking: Ability to troubleshoot basic network issues.
• IT Security: Good knowledge of IT security best practices.
• Certifications: Relevant certifications such as CompTIA A+, CompTIA Network+, MCSA, or ITIL are highly desirable.
• Travel: This role may require up to 20% travel.
• Adventure: A healthy sense of adventure is a plus!

Compensation and Benefits

• Job Type: Full-time
• Pay range the company expects to pay: $52- $58 per year - The starting base salary within this range for this role varies based on factors such as your geographical location, and your relevant job-related experience that is consistent with a business necessity.
• Wisk HQ is located in Mountain View just a couple of hundred feet from Shoreline Lake and its surrounding walking/jogging trails. We offer a comprehensive benefits package including medical, dental, vision, and life insurance, 9 off Fridays for full-time employees throughout the year, flexible vacation time off, 11 company holidays, a 401(k) plan with 50% company matching vested immediately, commuter assistance, and education assistance. And on top of all that, we also offer a variety of perks such as free catered lunches, flight lessons, wellness allowances, snacks, drinks, employee referral bonus, charitable giving match, patent bonus program, and more.

Equal Employment Opportunity

Wisk Aero provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, colour, religion, sex, ethnic or national origin, age, disability/handicap, gender identity or expression, pregnancy, sexual orientation, civil status, political convictions, language, social condition, or any other protected characteristics. In addition to federal law requirements, Wisk Aero abides by applicable provincial and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Wisk Aero is an E-Verify employer.

Key skills/competency

• IT Support
• Operations Specialist
• Technical Support
• System Administration
• Helpdesk Management
• User Profile Management
• Process Improvement
• SaaS Solutions
• IT Security
• Troubleshooting