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Information Technology HelpDesk-Desktop support & Helpdesk delivery control

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

\# 2025-155077

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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.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Company Information

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 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.

Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Locate your future workplace

2201 W. Royal LaneIrving, TX 75063

Irving

Florida United States

100,000

employees worldwide

27

Number of countries where Safran is located

35

business area families

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+ © Safran

Safran is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.