IT Support Specialist

Safran Electrical & Power

IT Support Specialist

Company: Safran

Job Field: IT

Location: Ohio , Ohio , United States

Contract Type: Permanent

Contract Duration: Full-time

Required Degree: Bachelor's Degree

Required Experience: More than 3 years

Professional Status: Employees / Staff

Spoken Language: English Fluent

Salary: TBD

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Job Description

The IT Support Specialist provides day-to-day technical support for users onsite and remotely, ensuring reliable IT operations, adherence to service level objectives, and exceptional user satisfaction. The role oversees help desk delivery performance, supports infrastructure maintenance, manages onboarding coordination, and contributes to continuous improvement initiatives aligned with Safran's business and security standards. A disciplined, customer-focused approach and strong technical aptitude are essential.

Job Requirements Essential Functions / Responsibilities Help Desk & User Support

• Respond promptly to service tickets, calls, and messages using the corporate ticketing system (e.g., Service Now).
• Diagnose and resolve hardware, software, and network connectivity issues across Windows 11 and Microsoft 365 environments.
• Provide professional and courteous support, maintaining confidentiality and compliance with IT policies.
• Escalate complex or critical issues through proper channels and ensure timely follow-through until resolution.
• Maintain accurate documentation of incidents, resolutions, and user interactions.

Onboarding & Equipment Lifecycle

• Coordinate with HR and managers to ensure seamless new-hire onboarding (laptop imaging, Intune enrollment, mobile setup, account creation, and equipment distribution).
• Manage asset inventory using CMDB or asset management systems; support refresh cycles and data migrations.
• Collaborate with the Business Manager and corporate IT to standardize onboarding procedures and documentation.

Infrastructure & System Maintenance

• Monitor system performance, backups, and security health status.
• Coordinate the Application of OS patches, updates, and configuration changes per Safran standards and understand the escalation process.
• Provide Level 1 support for local server, network, and printer operations; and coordinate level 2-3 with Safran USA IT team for advanced issues.
• Participate in research and deployment of 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 ensure quality support and capture new initiatives as they arise.

Required Skills & Competencies

• 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.

Education & Experience

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

Additional Requirements

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

But what else? (advantages, specific features, etc.) Work Environment

This position operates in a secure office environment utilizing standard office and IT equipment. The role requires regular interaction with colleagues and users, standing, walking, and handling IT equipment as necessary.

Company Information

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 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.

Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

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