Desktop Specialist

2020-09-14T17:31:33.347

Information clé

Systèmes d'informations
Performance et support
Ouvrier
2929 e imperial hwy #170 ca 92821 brea, California, ETATS-UNIS
CDI, Temps complet
Aucun diplôme
Supérieure à 3 ans
2020-84048

Description de la mission

Job Summary:
The Desktop Specialist is responsible for troubleshooting issues with desktop computers, peripherals, applications, and provide general IT assistance. This includes computers, servers, networks, phones and other IT related hardware and software in accordance with company protocols and policies as well as implementing supporting best practices in service, support and maintenance of IT systems. Serves a key role to ensure that service levels are achieved in line with agreed service level agreements. Tracking incidents and service requests from creation to resolution, ensuring they meet IT and quality standards. This individual performs the day to day operations in the IT department in an effective and timely manner and works with team members to ensure helpdesk tickets and IT generated alerts are dealt with correctly and in a timely fashion.

Duties and Responsibilities:
 Configure, install, and support desktop computers, laptops, printers, monitors, phones and other general peripherals
 Maintain constant communication with support technicians so tickets meet SLAs
 Provide management of ticket workload for the team by ensuring SLAs are met
 Manage ticket queue, triage, assignment and escalation for all Jira ServiceDesk tickets
 Determine priority of when and how to handle issues
 Mentor team members to transfer and diversify skills within the team
 Provide technical support for hardware and software systems coordinating with third-party suppliers when relevant
 Order replacement parts, recommending purchases of new software and hardware, installing software and repairing equipment for end users
 Relocate IT equipment (computers, printers, monitors and other peripherals)
 Provide end-user software troubleshooting and support; daily maintenance and incident/problem resolution for escalation of desktop support related issues
 Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required
 Provide onsite and virtual/remote assistance sessions to users
 Provide excellent customer service, demonstrate a strong work ethic and always be a team player
 Create and maintain documents and procedures
 Coordinate with the HR Department to ensure accuracy (employee access)
 Perform other job-related duties as assigned by Management

Description complémentaire

#LI-SH1

Votre profil

Preferred Qualifications and/or Education:
 Bachelor's degree in technical field, preferably computer information systems
 3-5 years of experience working in a similar role
 ITIL certification
 Experience with LANs, VPNs, Windows 10 and Windows Server
 Experience with Office 365, Exchange and Active Directory
 General education in computer systems or related certifications or training
 Experience providing helpdesk and desktop support for laptops and PC's in an enterprise environment
 Ability to provide timely resolution for all end-user requests and root cause analysis for issues
 Proficient in the use of required operating systems, programs and backup programs/devices

Entité de rattachement

Safran Passenger Solutions

Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 84 000 collaborateurs et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran s'engage dans des programmes de recherche et développement qui préservent les priorités environnementales de sa feuille de route d'innovation technologique.

Safran est classé dans le palmarès « Happy at work » des sociétés où il fait bon vivre et le Groupe arrive en 4ème position du classement Capital des meilleurs employeurs de France.

Safran Passenger Solutions concentre son activité sur l'amélioration de l'expérience passagers en fournissant des systèmes de divertissement à bord, de climatisation de la cabine et des équipements, de gestion de l'eau et des déchets, d'éclairage ainsi que des systèmes avancés pour les avions commerciaux et d'affaires.

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