Sr. Desktop Specialist Zodiac Aerospace
Brea, CA

Job Description

Safran is an international high-technology group, operating in the aircraft propulsion and equipment, space and defense markets. Safran has a global presence, with more than 58,000 employees and sales of 16.5 billion euros in 2017. Working alone or in partnership, Safran holds world or European leadership positions in its core markets. Safran is listed on the Euronext Paris stock exchange, and is part of the CAC 40 and Euro Stoxx 50 indices.

In February 2018, Safran took control of Zodiac Aerospace, significantly expanding its aircraft equipment activities. Together with Zodiac Aerospace, Safran has more than 91,000 employees and would have around EUR 21 billion in adjusted revenue (pro forma 2016).

Safran is ranked among the Top 100 Global Innovators by Thomson Reuters and is featured on the "Happy at work" rankings. The Group places fourth on the Universum ranking for the favorite companies of newly-qualified engineers in France.

Safran Aerosystems is a world leader in aircraft electrical distribution, inflatable safety and water and waste management systems. It is also a major supplier of oxygen systems, telemetry and communication solutions, in-flight entertainment systems or fuel systems.

Zodiac Inflight Innovations is a subsidiary of Safran who develops in-flight entertainment systems and connectivity systems for the airline industry worldwide. Zodiac Inflight Innovations has been leading the way with cutting-edge systems such as Rave that have been providing passenger and flight crew satisfaction for more than 16 years.

Zodiac Inflight Innovations is a subsidiary of Safran who develops in-flight entertainment systems and connectivity systems for the airline industry worldwide. Zodiac Inflight Innovations has been leading the way with cutting-edge systems such as Rave that have been providing passenger and flight crew satisfaction for more than 16 years.

The Senior Desktop Specialist is the primary lead responsible for troubleshooting issues with computer hardware, software, and provide general IT assistance. This includes computers, servers, networks, phones and other IT related hardware and software in accordance with company protocols and policies as well as implementing supporting best practices in service, support and maintenance of IT systems. Serves a key role to ensure that service levels are achieved in line with agreed service level agreements. Tracking incidents and service requests from creation to resolution, ensuring they meet IT and quality standards. This individual performs the day to day operations in the IT department in an effective and timely manner and works with team members to ensure helpdesk tickets and IT generated alerts are dealt with correctly and in a timely fashion. The Senior Desktop Specialist also performs other duties as required by managers.

Duties and Responsibilities:

* Configure, install, and support desktop computers, laptops, printers, monitors, phones and other general peripherals


* Maintain constant communication with support technicians to so tickets meet SLAs


* Knowledge and Experience working with helpdesk ticketing systems and change management


* Provides management of ticket workload for the team by ensuring SLAs are met


* Manage ticket queue, triage, assignment and escalation for all Jira ServiceDesk tickets.


* Mentor team members to transfer and diversify skills within the team


* Work with Manager to support IT personnel actions and performance management


* Provide technical support for hardware and software systems liasing with third-party suppliers when relevant.


* Relocate IT equipment (computers, printers, monitors and other peripherals)


* Provide end-user software troubleshooting and support; daily maintenance and incident/problem resolution for escalation of desktop support related issues


* Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required


* Experience with LANs, VPNs, Windows 7 & 10, Windows Server 2008, 2012 and 2016


* Experience with Office 365, Exchange and Active Directory


* Provide onsite and virtual/remote assistance sessions to users


* Ability to work well under pressure and to meet deadlines as needed


* Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other team members


* Create and maintain documents and procedures


* Coordinate with the HR Department any changes to staffing and employee access


* Provide guidance for all escalated incidents


* Manage implementation projects of new information systems as needed



Preferred Qualifications and/or Education:

* Bachelor's degree in technical field, preferably computer information systems


* 5-10 years of experience working in a similar role


* ITIL certification


* General education in computer systems or related certifications or training


* Experience providing helpdesk and desktop support for laptops and PC's in an enterprise environment


* Ability to provide timely resolution for all end-user requests and root cause analysis for issues


* Proficient in the use of required operating systems, programs and backup programs/devices


* Microsoft, Cisco, EMC, VMware, Apple and CompTIA certifications a plus



Soft Skills:

* Strong written and verbal English communication skills


* Must be proactive, meticulous, organized, and detail oriented


* Ability to efficiently resolve problems


* Ability to accomplish multiple tasks


* Ability to work independently, with minimal direction


* Ability to use discretion and independent judgment when making decisions on behalf of the company #LI-SH1



I hereby certify that the facts set forth in the above employment application are true and complete to the best of my knowledge and authorize Zodiac Inflight Innovations to verify their accuracy and to obtain reference information on my work performance.

I understand that employment and continued employment is conditioned upon verification of all information contained in this application or other pre-employment questionnaires or interviews, including but not limited to, verification of ability to perform the essential functions of the position with or without reasonable accommodation and of applicable lawful age and legal right to work in the United States as provided under applicable law. I agree to furnish such additional information and complete any examinations as may be required to complete my employment file and to verify the information contained therein. Subject to applicable law; such examinations may include urinalysis and/or other testing to determine the presence of illegal substances within the body.

I understand and agree that any false, misleading, or incomplete information given in my application, interview(s), or other pre-employment questionnaires and procedures, regardless of when discovered by Zodiac Inflight Innovations will be sufficient basis for my disqualification for employment or, if already employed by Zodiac Inflight Innovations, the termination of my employment. I agree that Zodiac Inflight Innovations shall not be liable in any respect if I am not hired or if my employment is terminated as a result of providing false, misleading or incomplete information.

I understand that should an employment offer be extended to me and accepted that I will fully adhere to the policies, rules and regulations of employment at Zodiac Inflight Innovations. However, I further understand that neither the policies, rules, regulations of employment or anything said during the interview process shall be deemed to constitute the terms of an implied employment contract. I understand that any employment offered is for an indefinite duration and at will and that either I or Zodiac Inflight Innovations may terminate my employment at any time with or without notice or cause.

Equal Employment Opportunity and Affirmative Action Statement

It is the policy of Safran to provide equal employment opportunity to all individuals regardless of their race, color, religion, sex, sexual preference, gender identity, pregnancy, age, national origin, disability, military or veteran status, citizenship status, genetics, or any other characteristic protected by applicable federal, state, and local laws. We are strongly committed to this policy and believe in the concept and spirit of the law.

If you are applying for a job in the United States and need a reasonable accommodation for any part of the employment process, please email our Human Resources Department at jobs@zii.aero and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

By submitting my application, I hereby acknowledge that I have read and understand all of the information above and agree to the terms and conditions therein.