Information Technology HelpDesk Support

Information Technology HelpDesk-desktop support will be focused on support the day to day activities in the different locations for SAFRAN USA doing it onsite and remotely while controlling the on time delivery of the Helpdesk and managing the customer satisfaction, this position will also perform basic activities on the backend infrastructure.

Essential Functions/Responsibilities

• Attend the helpdesk system and calls to follow up requests.
• Maintains and improves delivery systems availability, functionality, and performance for multiple systems
• Investigates and resolves hardware, software, and network problems
• Serves as a contact for users having problems using computer software, hardware, operating systems, as well as access and authorization to resources,
• Provides support for all system modifications and installations.
• Investigates and resolves complex 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 integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs.
• Install new / rebuild existing infrastructure and configure hardware, peripherals, services, settings, directories etc. in accordance with standards and project/operational requirements.
• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.
• Participates in technical research and development to enable continuing innovation within the infrastructure
• Helps increase user satisfaction by responding improving service desk duties
• Analyzes 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.
• convene recurrent meetings with customer focal to ensure the right support its given at all time
• Ensure the customer satisfaction levels are within the objective and coordinate and lunch customer satisfaction surveys recurrently as agreed.
• Maintains a professional helpful attitude with all users.
• Ensures timely escalation of problems by documenting actions taken.
• Required “On Call” duty

But what else? (advantages, specificities, etc.)

• Advanced interpersonal, written, and verbal communication skills
• Ability to work under pressure in a deadline driven environment
• Discipline to follow instructions from start to end under any circumstances.

Required Education and Experience

• Minimum: BS in Computer Science or Equivalent
• Minimum: 1-2 years of Help Desk Support experience,
• 1 year of helpdesk control is required
• 1 year of infrastructure server support experience desirable
• Advanced experience in troubleshooting computer issues
• Working knowledge of hardware and software troubleshooting (Windows)
• Ability to research and track purchasing of hardware and software
• Advanced Level - Microsoft Office: Outlook, Word, Excel, PowerPoint, Visio, Access, MS
• Storage, Servers and back end hardware experience is desirable.

Preferred Education and Experience

• 3 + years of Help Desk Support experience, 1 year of infrastructure server support experience, Minimum education level achieved

Bachelor’s Degree

Minimum experience level required

More than 3 years

Additional Languages preferred

English (Fluent)

Safran is an international high-technology group operating in the fields of aerospace (propulsion, equipment and interiors), space and defense. Its mission is to contribute sustainably to a safer world, where air transport becomes ever more environmentally friendly, comfortable and accessible. Present on every continent, the Group employs 110,000 people and generated 31.3 billion in revenue in 2025. Safran holds, either independently or through partnerships, leading global or European positions in its markets.

Safran was ranked second in the Aerospace & Defense sector in TIME magazine’s ““World’s Best Companies 2025”” ranking.