AEROCONTACT
IT Support Specialist (H/F) - SAFRAN GROUP
AEROCONTACT, Cincinnati, Ohio, United States, 45208
About the Company
Safran is an international high‑technology group operating in aeronautics, space and defense. Its mission is to contribute to a safer world by making air transport more environmentally friendly, comfortable and accessible. Safran employs 100,000 people worldwide and reported €27.3 billion in revenue in 2024.
Mission The IT Support Specialist provides day‑to‑day technical support for users on‑site and remotely, ensuring reliable IT operations, adherence to service‑level objectives and exceptional user satisfaction.
Responsibilities
Help Desk & User Support
Respond promptly to tickets, calls and messages using the corporate ticketing system (e.g., ServiceNow).
Diagnose and resolve hardware, software and network connectivity issues for Windows 11 and Microsoft 365 environments.
Escalate complex or critical issues and follow‑through until resolution.
Maintain accurate documentation of incidents, resolutions and user interactions.
Onboarding & Equipment Lifecycle
Coordinate with HR & managers to ensure seamless new‑hire onboarding (laptop imaging, Intune enrollment, mobile setup, account creation and equipment distribution).
Manage asset inventory and support refresh cycles and data migrations.
Standardise onboarding procedures and documentation with the Business Manager and Corporate IT.
Infrastructure & System Maintenance
Monitor system performance, backups and security health status.
Apply OS patches, updates and configuration changes per Safran standards.
Provide Level 1 support for local servers, network and printer operations; coordinate Level 2‑3 with Safran USA IT for advanced issues.
Research and deploy new tools and services that enhance support delivery.
Service Delivery & Performance Management
Monitor help‑desk metrics and ticket queues to ensure SLA compliance and service quality.
Maintain and update knowledge‑base articles and technical procedures.
Conduct regular meetings with customer focal points to capture new initiatives.
Required Skills & Competencies
Excellent interpersonal, verbal and written communication skills.
Strong technical troubleshooting skills for Windows‑based and Microsoft 365 systems.
Working knowledge of ticketing and remote support tools (ServiceNow, Intune, RDP, Teams).
Ability to manage tasks independently while meeting deadlines and service commitments.
Commitment to process discipline and documentation accuracy.
Strong customer orientation and professional demeanor under pressure.
Education & Experience
Bachelor’s degree in Computer Science, Information Technology or a related field.
Minimum 3 years of experience in IT Support, Helpdesk or Service Desk environments.
Experience with ServiceNow or a comparable ticketing system.
Experience supporting Microsoft Windows 11, Office 365 and Intune device management.
Familiarity with network fundamentals and security best practices.
Additional Requirements
On‑call availability as scheduled by the IT HelpDesk Manager.
Location: Cincinnati, OH Salary: $50,000.00 – $55,000.00 per year Employment type: Full‑time
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Mission The IT Support Specialist provides day‑to‑day technical support for users on‑site and remotely, ensuring reliable IT operations, adherence to service‑level objectives and exceptional user satisfaction.
Responsibilities
Help Desk & User Support
Respond promptly to tickets, calls and messages using the corporate ticketing system (e.g., ServiceNow).
Diagnose and resolve hardware, software and network connectivity issues for Windows 11 and Microsoft 365 environments.
Escalate complex or critical issues and follow‑through until resolution.
Maintain accurate documentation of incidents, resolutions and user interactions.
Onboarding & Equipment Lifecycle
Coordinate with HR & managers to ensure seamless new‑hire onboarding (laptop imaging, Intune enrollment, mobile setup, account creation and equipment distribution).
Manage asset inventory and support refresh cycles and data migrations.
Standardise onboarding procedures and documentation with the Business Manager and Corporate IT.
Infrastructure & System Maintenance
Monitor system performance, backups and security health status.
Apply OS patches, updates and configuration changes per Safran standards.
Provide Level 1 support for local servers, network and printer operations; coordinate Level 2‑3 with Safran USA IT for advanced issues.
Research and deploy new tools and services that enhance support delivery.
Service Delivery & Performance Management
Monitor help‑desk metrics and ticket queues to ensure SLA compliance and service quality.
Maintain and update knowledge‑base articles and technical procedures.
Conduct regular meetings with customer focal points to capture new initiatives.
Required Skills & Competencies
Excellent interpersonal, verbal and written communication skills.
Strong technical troubleshooting skills for Windows‑based and Microsoft 365 systems.
Working knowledge of ticketing and remote support tools (ServiceNow, Intune, RDP, Teams).
Ability to manage tasks independently while meeting deadlines and service commitments.
Commitment to process discipline and documentation accuracy.
Strong customer orientation and professional demeanor under pressure.
Education & Experience
Bachelor’s degree in Computer Science, Information Technology or a related field.
Minimum 3 years of experience in IT Support, Helpdesk or Service Desk environments.
Experience with ServiceNow or a comparable ticketing system.
Experience supporting Microsoft Windows 11, Office 365 and Intune device management.
Familiarity with network fundamentals and security best practices.
Additional Requirements
On‑call availability as scheduled by the IT HelpDesk Manager.
Location: Cincinnati, OH Salary: $50,000.00 – $55,000.00 per year Employment type: Full‑time
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