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Senior Desktop Specialist

Published
IT Brea , California , United States Permanent Full-time Bachelor's Degree More than 5 years
Published

Job Description

The Senior Desktop Specialist is the primary lead responsible for troubleshooting issues with computer hardware, software, 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. The Senior Desktop Specialist also performs other duties as required by managers.

Duties and Responsibilities:
 Configure, install, and support desktop computers, laptops, printers, monitors, phones and other general peripherals
 Maintain constant communication with support technicians to 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
 Mentor team members to transfer and diversify skills within the team
 Work with Manager to support IT personnel actions and performance management
 Provide technical support for hardware and software systems liasing with third-party suppliers when relevant
 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
 Experience with LANs, VPNs, Windows 7 & 10, Windows Server 2008, 2012 and 2016
 Experience with Office 365, Exchange and Active Directory
 Provide onsite and virtual/remote assistance sessions to users
 Maintain a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other team members
 Create and maintain documents and procedures
 Coordinate with the HR Department any changes to staffing and employee access
 Provide guidance for all escalated incidents
 Manage implementation projects of new information systems as needed
 Perform other job-related duties as assigned

Job Requirements

 Bachelor's degree in technical field, preferably computer information systems
 5-10 years of experience working in a similar role
 ITIL certification
 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
 Microsoft, Cisco, EMC, VMware, Apple and CompTIA certifications a plus
 Knowledge and Experience working with helpdesk ticketing systems and change management
 Ability to work well under pressure and to meet deadlines as needed

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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 79,000 employees and sales of 16.5 billion euros in 2020 and holds, alone or in partnership, world or regional leadership positions in its core markets. Safran undertakes research and development programs to maintain the environmental priorities of its R&T and Innovation roadmap. Safran ranks first in Forbes's 2020 list of the World's Best Employers for its sector. Safran Passenger Solutions focuses on delivering an enhanced passenger experience by providing in-flight entertainment systems, conditioning control of the cabin and equipment, water and waste management systems, cabin lighting and advanced equipment and systems for commercial and business jets.