Information Technology HelpDesk Support

Job details

Domain

Performance and Support

Job field / Job profile

IT - User support technician

Job title

Information Technology HelpDesk Support

Employment type

Permanent

Professional category

Employees / Staff

Part time / Full time

Full-time

Job description

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.)

Supervisory Responsibility

This position has no supervisory responsibilities.

This description has been designed to indicate the general nature and level of work performed by an employee within this position. The actual duties, responsibilities and qualifications may vary based on assignment. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, national origin, disability, veteran status, genetic data or other legally protected status.

Candidate skills & requirements

Competencies
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

Additional Eligibility Requirements

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Due to the nature of the company, it is a highly secure environment that involves many layers of software and hardware to ensure this security this policies has to be respected at all time.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Travel

Travel is primarily local during the business day, although some out-of-area and overnight travel may be expected.

Annual salary

TBD

Job location

Job location

North America, United States, Texas

City (-ies)

2201 W. Royal Lane Irving, TX 75063 Irving

Applicant criteria

Minimum education level achieved

Bachelor's Degree

Minimum experience level required

More than 3 years

Additional Languages preferred

English (Fluent)

ITAR Controlled Position: Select "Yes" if role requires U.S. citizenship/permanent residency

No