Job Description

As a member of the Safran Seats business, you play a major role in teamwork that provides over one million seats to major airlines worldwide. Our commitment to superior quality, comfort and innovation ensure that you can take pride in doing meaningful work that supports the needs of passengers and crews alike.

No matter your role, you connect and collaborate with your fellow team members to bring state-of-the-art, high value-added solutions to market. Because we are one of the few original equipment manufacturers (OEMs) to offer an all-inclusive range of passenger seats for commercial aircraft, you'll do impressive work that supports passengers in a variety of seating options, from economy to first class.

1. Occupational Summary (Position Objective & Authorities)

Objective:
The IT Technical Specialist 1 will be responsible for resolving basic to intermediate technical issues, delivering exceptional customer service, and collaborating with team members to improve our support processes. The candidate must demonstrate technical knowledge, especially in desktop computing and end-user support. Responsibilities include handling support calls, troubleshooting, and resolving desktop, level 1 network basic LAN issues, mobile phones and proprietary applications within a Windows 10 & 11 environment. The role requires meticulous documentation and follow-up skills concerning the ticketing and meeting on time delivery. This role requires on-site presence and works under close supervision.

2. Essential Functions (Duties and Responsibilities)

Main Function Responsibilities-
• Provides technical support to end-users via email, phone, and in-person.
• Acts as a subject matter expert in regards to personal computing, and customer support.
• Troubleshoots on a variety of more basic computer, peripheral, or related software and hardware issues.
• Documents detailed and accurate technical notes, regarding each user issue and steps taken to resolve it.
• Keeps management apprised of any potential issues and or risks that are identified.
• Laptop/desktop Deployments and Break/Fix (Windows 10 &11 Environment)
• Printer / Fax Deployments and Break/Fix
• Hardware/Software installs and upgrades
• Patch Management
• User Support and Training
• Perform Preventive Maintenance
• Windows Active Directory support
• VPN Account Setup and Support
• Desktop Security
• AntiVirus Management and Support
• Performs other duties as assigned.

Job Requirements

3. Qualification Requirements

A) Education & Qualification-
• An Associate's Degree in Information Technology or similar technical field plus 3 years of related IT experience is required.

B) Work Experience - Technical knowledge-
• In addition to meeting education requirement, requires 1 year of experience providing technical and customer support.

C) Professional Skills-
• Proficiency with Microsoft Word, and Excel
• Experience in creating deployment images and creating deployment scripts (VB scripts; PowerShell)
• Knowledge of SCCM Microsoft endpoint configuration management.
• Knowledge with Windows 10 OS and MS product line, PC hardware, Desktop and mobile phones
• Knowledgeable in supporting a wide range of Dell, Samsung, Microsoft and other
• Understand and apply best practices for building, deploying and securing in a 2,000 – 3,000 node environment
• Technical knowledge, especially in desktop computing and end-user support.

D) Behavioral Skills-
• A strong focus on customer support and interaction with upper and senior management is essential, necessitating a high degree of tact when dealing with sensitive situations.
• The position also requires effective verbal and written communication skills, working collaboratively within a team, and strong internal and external departmental cooperation
• Must display strong attention to detail and be able to manage stress.
• Must be able to handle user complaints in a professional manner
• Strong organizational and planning skills
• Excellent multi-tasking, prioritizing and time management skills during high stress situations and juggle multiple projects at the same time
• Basic problem solving

E) Desirable Aspects-
• Microsoft Configuration Manager (SCCM)
• Software Center
• Service Now
• Microsoft Office 365
• Power Shell
• Windows 10 & 11
• Dell Drivers
• Bomgar
• Nexthink
• Active Directory
• Networking knowledge
• Mobile support and repair
• CompTIA A+ Certification
• CompTIA Network+ Certification
• Remote support experience desired.
• VPN troubleshooting desired.
• Microsoft certifications desired.

Safran Seats USA is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran 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.

Safran Seats is one of the world's leading manufacturers of aircraft seats, for both crew and passengers. 1 million Safran Seats-manufactured aircraft seats are currently in service with air fleets around the world.