Help Desk Specialist

WHO ARE WE

Sonaca North America is driven by a passion for innovation and a commitment to excellence. As a leading provider of aerospace and defense solutions, we are dedicated to making air and space travel safe and sustainable. We have 13 locations across North America and our engineering expertise and operational excellence set us apart from the competition. Since the beginning in 1948, we have a proven track record of delivering high-quality products and services that are reliable, safe, and efficient.

Our team of experts is dedicated to staying ahead of the curve in the aerospace and defense industry, utilizing the latest technologies and processes to ensure that we deliver the best possible solutions to our customers.

We are currently seeking an IT Service Desk Specialist who is responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. While performing all duties and responsibilities, the Specialist will at all times, model Sonaca North America's values and principles and act in a manner consistent with the Code of Business Conduct and Ethics.

• Through the phone, email or walkups - provide technical assistance and support for incoming issues related to computer systems, software, and hardware.
• Troubleshoot desktop hardware, operating system and software application problems and elevate to appropriate IT staff
• Research desktop related issues via web, product manuals and other methods
• Install fixes on computers as needed
• Receive and log incoming calls for users as needed
• After hours/on call support
• Follow up with users to ensure customer satisfaction and problem resolution
• Track metrics to measure performance
• Train computer users and clean up computers as necessary
• Walk customer through problem-solving process
• Document standard procedures in Knowledge Base
• Run reports to determine malfunctions that continue to occur
• Maintain compliance with desktop software licenses
• Ensure all software is appropriately licensed prior to installation
• Notify IT Management and remove any user installed software that has not been approved by IT Management
• Assist with other IT related issues and other duties as assigned

• Technical Degree is preferred
• Specific Job
  
  Skills:
  
  Proficient in Microsoft Office
• Knowledge of Microsoft desktop OS
• Ability to easily identify and resolve problems
• Behavior/Work Management
  
  Skills:
  
  Ability to maintain confidentiality
• Excellent interpersonal and customer service skills
• Eager to learn and adapt to different technologies
• Detail oriented and demonstrating good communication skills
• Ability to identify and resolve problems
• Organizational and prioritizing skills
• Willingness to work in a high stress and constantly changing environment
• Self-Motivated
• Able to work in a team based participative environment
• Able to work extended hours, including evenings and weekends, if necessary to meet deadlines.

• 401(k) retirement savings plan with a percentage company-match contribution
• Competitive wages
• Paid holidays
• Paid time off
• Medical, dental, vision, life, and accidental insurance
• Short-term disability
• Long-term disability
• Employee assistance plan — for access to counseling, consulting and other community resources
• Wellness program
• Tuition assistance Subject to eligibility, terms, and conditions

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties may differ from those outlined in the job description and other duties, as assigned, may be required. This document does not create an employment contract. Employees of the Company are employed on an "at will" basis and may be terminated at any time.

Sonaca North America is an equal employment opportunity employer.

Consistent with applicable law, Sonaca North America provides access and opportunities to those with disabilities.

This includes providing reasonable accommodation to…