Employees / Staff
The Desktop Specialist is responsible for troubleshooting issues with desktop computers, peripherals, applications, and provide general IT assistance. This includes computers, servers, networks, phones and other IT related hardware and software in accordance with company protocols and policies as well as implementing supporting best practices in service, support and maintenance of IT systems. Serves a key role to ensure that service levels are achieved in line with agreed service level agreements. Tracking incidents and service requests from creation to resolution, ensuring they meet IT and quality standards. This individual performs the day to day operations in the IT department in an effective and timely manner and works with team members to ensure helpdesk tickets and IT generated alerts are dealt with correctly and in a timely fashion.
Duties and Responsibilities:
Configure, install, and support desktop computers, laptops, printers, monitors, phones and other general peripherals
Maintain constant communication with support technicians so tickets meet SLAs
Provide management of ticket workload for the team by ensuring SLAs are met
Manage ticket queue, triage, assignment and escalation for all Jira ServiceDesk tickets
Determine priority of when and how to handle issues
Mentor team members to transfer and diversify skills within the team
Provide technical support for hardware and software systems coordinating with third-party suppliers when relevant
Order replacement parts, recommending purchases of new software and hardware, installing software and repairing equipment for end users
Relocate IT equipment (computers, printers, monitors and other peripherals)
Provide end-user software troubleshooting and support; daily maintenance and incident/problem resolution for escalation of desktop support related issues
Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required
Provide onsite and virtual/remote assistance sessions to users
Provide excellent customer service, demonstrate a strong work ethic and always be a team player
Create and maintain documents and procedures
Coordinate with the HR Department to ensure accuracy (employee access)
Perform other job-related duties as assigned by Management
Preferred Qualifications and/or Education:
Bachelor's degree in technical field, preferably computer information systems
3-5 years of experience working in a similar role
Experience with LANs, VPNs, Windows 10 and Windows Server
Experience with Office 365, Exchange and Active Directory
General education in computer systems or related certifications or training
Experience providing helpdesk and desktop support for laptops and PC's in an enterprise environment
Ability to provide timely resolution for all end-user requests and root cause analysis for issues
Proficient in the use of required operating systems, programs and backup programs/devices
Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 84,000 employees and holds, alone or in partnership, world or European leadership positions in its core markets. Safran undertakes research and development programs to maintain the environmental priorities of its R&T and Innovation roadmap.
Safran is featured on the "Happy at work" rankings. The Group places fourth on the Capital ranking for best employers in France.
Safran Passenger Solutions focuses on delivering an enhanced passenger experience by providing in-flight entertainment systems, conditioning control of the cabin and equipment, water and waste management systems, cabin lighting and advanced equipment and systems for commercial and business jets.