At Surf Air Mobility, were transforming air mobility. As innovators in aviation, we are at the forefront of creating a more efficient and accessible flying experience. With our commitment to a customer-first approach, advanced software solutions, and electrification, we’re pioneering new ways for people to travel, making flying not only faster but more enjoyable. Our passionate team thrives in a collaborative environment where innovation and hard work go hand in hand. Help us shape the future of aviation while working with cutting-edge technologies that are changing the lives of our passengers.

Title: IT/Tech Support Specialist

FLSA: Non-exempt

Location: Honolulu or Kahului

JOB BRIEF:

As our IT/Tech Support Specialist will be a member of the IT Team and report to the Manager of IT. The primary duty is to handle incoming queries and help with requests from end users, either in person, via email or over the phone. You will be responsible for taking detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests.

In addition, our IT/Tech Support Specialist will be considered a (SME) Subject Matter Experts for most if not all IT Functions or Processes. Our IT/Tech Support Specialist will attempt to duplicate problems and define root causes, using product designs, code, or specifications. You will be an active member of the Service Desk Improvement team. You will be responsible for ensuring the adherence of professionalism and expansion of all activities done at the service desk.

IT/Tech Support Specialist

• Responding promptly to phone, chat, and email support requests
• Resolving tickets and work orders related to end-user desktops, peripherals, and cloud services
• Providing re-accommodation support for internal agents during irregular operations
• Remotely diagnosing and resolving issues using RMM tools such as TeamViewer and Kaseya
• Documenting interactions in the incident management system, including asset tracking and updates
• Working various shifts, holidays, on-call rotations, and occasional travel as required
• Following management guidance and adhering to IT policies and procedures
• Assisting with additional IT-related tasks as assigned, including system and administrative responsibilities
• Demonstrating initiative and leadership by identifying areas for technical and process improvement

• Assisting front-line airport agents with real-time issues, including support for TTI Zenith PSS, Airline Choice DCS, and related check-in equipment
• Acting as a central point of contact for escalated technical issues from airport and call center agents
• Providing remote station support during system outages or failures
• Installing and configuring airport check-in equipment, including PCs and aviation printers

• Assisting users with identity and access management (e.g., password resets) using proper verification methods
• Supporting emergency drill systems and applications
• Performing data recovery or migrations from hard drives
• Supporting remote network and wireless connectivity for laptops
• Installing and configuring PCs for office and administrative environments

• Collaborating across departments to troubleshoot infrastructure-related issues
• Participating as a project team member in desktop rollout projects (e.g., global installs/upgrades)
• Supporting testing efforts for application releases from vendors, in-house developers, and contractors
• Assisting with process and technology changes related to reservations and customer experience initiatives

• High school diploma or GED equivalent
• Two years of demonstrated hands-on IT work experience resolving a wide range of PC hardware and software issues
• Working knowledge of Google Workspace (Gmail, Drive, Docs, Sheets, etc.)
• Familiarity with airline reservation systems
• Ability to pass background checks
• Comfortable working in a fast-paced, operational environment
• Ability to assess irregular situations and deploy effective solutions quickly
• Strong problem-solving skills and the ability to work independently
• Adaptable to change, particularly in automated and evolving systems
• Proactive decision-making abilities with sound judgment
• Self-starter with a positive attitude and collaborative mindset

• A+ certification or Google-related certifications (always a plus — no pun intended!)
• Previous IT infrastructure experience in an airline or airport operations environment

Miscellaneous Requirements:

• Valid driver’s license and reliable transportation
• Computer, phone skills
• Ability to read, write and speak English effectively.
• Ability to work within a 24/7 operation including holidays.
• Ability to pass 10-year background check and pre-employment drug screen as required by airline regulations and company policies.
• At least 21 years of age.
• Authorized to work in the U.S. per the Immigration Act of 1986.

Benefits:

• Competitive Salary: Attractive compensation package based on experience.
• Health & Wellness: After 30 days of employment on the 1st of the next month, you are eligible to sign up for medical, dental, and vision insurance, air ambulance coverage, short-term disability, pet insurance, health savings accounts, and company-paid life insurance.
• Retirement Plans: Employees can enroll in our company’s 401(k) plan.
• Generous PTO: After completion of your probationary period, employees earn 1 day of PTO per month, plus paid holidays throughout the calendar year including 8 paid holidays and 3 floating holidays each year.
• Employee Discounts: After completion of your probationary period, you can access the My ID Travel program, which allows members of your immediate family to participate as well. This program provides travel privileges, including:
  • Flight tickets at significant discount, employee and family members can fly our planes (standby space available)
  • Discounts on hotels and resorts
  • Car rentals at reduced rates
  • Discounted cruises
• Addison Office Amenities include: full free on-site gym, two indoor pickleball courts, game tables in lobby, on-site day care through Kinder Care, on-site coffee shop, on-site café, free underground parking, easy access to Tollway and George Bush, and great location near restaurants in Addison.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

At Surf Air Mobility, we are committed to building a more inclusive ecosystem that integrates women, people of color, and other underrepresented groups into the cleantech sector and aerospace industry. We strongly encourage applications from qualified applicants and members of underrepresented groups. Surf Air Mobility is an Equal Opportunity Employer; employment with Surf Air Mobility is governed based on merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.