Information Technology HelpDesk-Desktop support & Helpdesk delivery control at Safran in Irving, Florida
Posted in Other 6 days ago.
Job Description:
Safran Electrical & Power
Job Description
Information Technology HelpDesk-desktop support will be focused on support the day to day activities in the different locations for Propulsion Technologies International doing it onsite while controlling the on time delivery of the Helpdesk and managing the customer satisfaction, this position will also perform some basic activities on the backend infrastructure.
Responsibilities
•Attend the helpdesk system and calls to follow up requests.
•Maintains and improves delivery systems availability, functionality, and performance.
•Serves as a first contact of users having problems using computer software, hardware, operating systems, as well as access and authorization to resources.
•Provides support for system modifications and installations.
•Investigates and resolves hardware, software, and network problems.
•Applies appropriate security measures to the IT systems.
•Performs backups monitoring on daily basis.
•Perform and coordinate daily system monitoring, verifying the reliability and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs.
•Monitors and verifies Completion of OS patches and upgrades on a regular basis, as well of upgrades on administrative tools and utilities. Configure new services as necessary.
•Replace or rebuild existing infrastructure, configure hardware, peripherals, services, settings, directories etc. in accordance with standards and project/operational requirements.
•Participates in technical research and development to enable continuing innovation.
•Helps increase user satisfaction by improving service desk duties
•Evaluates user inquiries and problems to recommend changes, which would result in the reduction of problems.
•Control the Helpdesk ticket load to ensure the correct workload.
•Monitor Ticket queues to ensure the objectives in terms of SLA, backlog, communication and any other objective define are achieve.
•Organize recurrent meetings with customer focal to ensure the right support its given at all time
•Ensure the customer satisfaction levels are within the objective. Coordinates and launch end-user satisfaction surveys.
•Maintains a professional and helpful attitude with all users.
•Ensures timely escalation of problems and follow through of processes.
•Documents any new lessons learns from actions taken on problem resolutions, and/or improvements.
•This is an in-office role.
Complementary Description
Supervisory Responsibility
This position has no supervisory responsibilities.
Job Requirements
Required Education and Experience
•Minimum: 1-2 years of Help Desk Support experience.
•Advanced experience in troubleshooting computer issues (Windows) and peripherals.
•In-depth knowledge of computer hardware, software, and networks.
•Exceptional ability to provide technical support and resolve queries.
•Ability to determine IT needs and train end-users.
•Ability to research and track purchasing of hardware and software.
•Ability to maintain documentation in a proactively manner.
•Ability to work under pressure in a deadline driven environment
•Lead with positive energy, empathy, and customer first mindset.
•Self-motivated with a proactive approach to problem-solving.
•Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders.
•Voracious thirst for knowledge
Preferred Education and Experience
•3 + years of Help Desk Support experience, 1 year of infrastructure server support experience
•Storage, Servers and back-end hardware experience is desirable.
•Certifications such as CompTIA A+, N+, Security+, Google, and Microsoft are desirable.
Company : Safran
Job field : IT
Location : Irving, Florida, United States
Contract type : Permanent
Contract duration : Full-time
Required degree : Associate Degree
Required experience : More than 3 years
Professional status : Employees / Staff
Spoken language(s) : English Fluent
Salary range : TBD
Equal employment opportunity, including veterans and individuals with disabilities.
PI266846077