IT Operations Specialist

Safran - Wall Township, NJ

Full-time

Hybrid - Wall Township, NJ

10,001+ employees

Transportation Equipment Manufacturing

About the position

The IT Operations Specialist at Safran Aerosystems Evacuation is responsible for ensuring the proper installation and operation of IT and telephony equipment linked to workstations. This role involves providing frontline support to resolve incidents that affect service quality and continuity, managing daily operations in compliance with quality standards, and contributing to service improvement initiatives. The position requires collaboration and communication with stakeholders to address high-priority issues and maintain effective IT services.

Responsibilities

• Carries out installation of IT or telephony equipment (applications, computing hardware, telephony hardware or accessories)
• Deploys software according to company and user needs
• Deals with frontline anomalies or incidents: diagnostics, identification, information, resolution, formulation, both on site and remotely
• Installs security updates as per Safran Corporate requirements
• Ensures incidents and requests are resolved according to defined service level agreements (SLAs) and escalated as necessary
• Develops key team deliverables and dashboards
• Drives to key performance indicators (KPIs) to improve security metrics and services
• Ensures timely communication regarding high priority issues with stakeholders
• Provides Active Directory support including user account provisioning and documentation
• Maintains and manages Group Policies
• Contributes to service improvement initiatives and provides technical expertise on projects
• Documents all activities through a ticketing system
• Performs basic network administration, user training, and testing of new software and hardware
• Administers, controls, and configures cellphones for users
• Quotes for software and hardware

Requirements

• Bachelor's degree in Computer Science or related field
• More than 3 years of experience in technology and program management
• Familiarity with IT Infrastructure Library (ITIL) V3 Foundation certification or better
• One year experience leading high priority incident calls to resolution
• Experience with Windows 10/11 operating systems and platforms
• Strong understanding of Microsoft 365
• Experience with Microsoft Active Directory and group policy management
• Proficient in Microsoft Office tools including Excel, Word, and PowerPoint

Nice-to-haves

• Familiarity with ServiceNow