IT Support Specialist

Safran

1d•Onsite

About The Position

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.

Requirements

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 (ServiceNow, 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 related field
Minimum 3 years of experience in IT Support, Helpdesk, or Service Desk environment.
Experience with ServiceNow or comparable ticketing system.
Experience supporting Microsoft Windows 11, Office 365, and Intune device management.
Familiarity with network fundamentals and security best practices.

Responsibilities

Respond promptly to service tickets, calls, and messages using the corporate ticketing system (e.g., ServiceNow).
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.
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.
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 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.
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.