IT Support Specialist - SAFRAN INC.

About the Company

Safran is an international high‑technology group operating in aeronautics, space and defense. Its mission is to contribute to a safer world by making air transport more environmentally friendly, comfortable and accessible. Safran employs 100,000 people worldwide and reported €27.3 billion in revenue in 2024.

The IT Support Specialist provides day‑to‑day technical support for users on‑site and remotely, ensuring reliable IT operations, adherence to service‑level objectives and exceptional user satisfaction.

• Help Desk & User Support
  • Respond promptly to tickets, calls and messages using the corporate ticketing system (e.g., Service Now).
  • Diagnose and resolve hardware, software and network connectivity issues for Windows 11 and Microsoft 365 environments.
  • Escalate complex or critical issues and follow‑through until resolution.
  • Maintain accurate documentation of incidents, resolutions and user interactions.
• Onboarding & Equipment Lifecycle
  • Coordinate with HR & managers to ensure seamless new‑hire onboarding (laptop imaging, Intune enrollment, mobile setup, account creation and equipment distribution).
  • Manage asset inventory and support refresh cycles and data migrations.
  • Standardise onboarding procedures and documentation with the Business Manager and Corporate IT.
• Infrastructure & System Maintenance
  • Monitor system performance, backups and security health status.
  • Apply OS patches, updates and configuration changes per Safran standards.
  • Provide Level 1 support for local servers, network and printer operations; coordinate Level 2‑3 with Safran USA IT for advanced issues.
  • Research and deploy new tools and services that enhance support delivery.
• Service Delivery & Performance Management
  • Monitor help‑desk metrics and ticket queues to ensure SLA compliance and service quality.
  • Maintain and update knowledge‑base articles and technical procedures.
  • Conduct regular meetings with customer focal points to capture new initiatives.

• Excellent interpersonal, verbal and written communication skills.
• Strong technical troubleshooting skills for Windows‑based and Microsoft 365 systems.
• Working knowledge of ticketing and remote support tools (Service Now, Intune, RDP, Teams).
• Ability to manage tasks independently while meeting deadlines and service commitments.
• Commitment to process discipline and documentation accuracy.
• Strong customer orientation and professional demeanor under pressure.

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Minimum 3 years of experience in IT Support, Helpdesk or Service Desk environments.
• Experience with Service Now or a comparable ticketing system.
• Experience supporting Microsoft Windows 11, Office 365 and Intune device management.
• Familiarity with network fundamentals and security best practices.

• On‑call availability as scheduled by the IT Help Desk Manager.

Location:

Cincinnati, OH
Salary: $50,000.00 – $55,000.00 per year

Employment type:

Full‑time