IT Support Specialist

The IT Support Specialist serves as the primary on-site point of contact for day-to‑day technology support at Safran’s Rockford actuation engineering and laboratory location. This hands‑on role provides responsive first‑and second‑level support for employees, engineering workstations, office systems, and laboratory‑connected IT equipment to minimize downtime and enable safe, reliable business execution. The specialist coordinates with Safran’s regional and corporate IT teams, cybersecurity specialists, third‑party providers, and legacy‑system stakeholders to resolve issues, maintain accurate hardware inventories, and support the transition to Safran‑standard IT systems and infrastructure. Essential Job Functions A. End‑User Support and Service Delivery Provide timely on-site and remote support for Windows laptops, desktops, monitors, docking stations, mobile devices, printers, conferencing equipment, Microsoft 365, and approved business applications. Diagnose and resolve hardware, software, peripheral, identity/access, and basic wired/wireless connectivity issues; escalate appropriately to Safran IT service owners or specialist support teams. Prepare, deploy, refresh, and recover user equipment; support onboarding, offboarding, password and access requests using approved processes and authorization levels. Log, prioritize, follow through, and document support requests in approved ticketing tools; communicate resolution status clearly and identify recurring issues for improvement. Provide practical employee guidance on technology use, security expectations, and self‑service procedures. B. Engineering and Laboratory IT Support Support IT connectivity and endpoint requirements for engineering labs, development and qualification test areas, and associated test equipment, in coordination with Engineering, Facilities, and central IT. Troubleshoot approved engineering software, CAD‑related workstation needs, data access, shared resources, and equipment interfaces within the specialist’s access and technical authority. Coordinate installation, updates, licensing, and validation of specialized engineering or test applications with application owners and vendors; avoid unapproved changes to controlled test configurations. Help maintain reliable meeting‑room, engineering collaboration, and audio/visual systems supporting cross‑site technical teams. C. Asset Management, Infrastructure and Site Projects Maintain an accurate employee‑by‑employee inventory of IT assets, including device assignment, configuration, condition, and replacement requirements. Map legacy Collins hardware and peripherals to approved Safran equivalents; support equipment standardization, purchasing inputs, staging, deployment, and return/disposition in cooperation with Procurement and IT. Provide local “remote hands” support for approved network, server, telephony, access‑point, cabling, and endpoint changes directed by Safran infrastructure teams. Support IT readiness for office or laboratory moves, workstation relocations, employee growth, and new‑hire onboarding, including equipment planning, deployment schedules, and connectivity verification. Coordinate with approved equipment vendors, installers, and service providers and maintain site IT procedures, configuration records, and troubleshooting knowledge articles. D. Cybersecurity, Compliance and Operational Discipline Follow Safran information security, access control, device management, data protection, and change‑management policies; promptly report suspected incidents and vulnerabilities. Handle proprietary and export‑controlled information in accordance with applicable company procedures and U.S. export‑control requirements (including ITAR/EAR where relevant); obtain access approvals rather than independently determining eligibility. Maintain basic readiness of local IT assets through approved patching, endpoint protections, backups or recovery steps as directed by the appropriate IT service owners. Apply site health, safety, and laboratory‑access requirements when working near engineering or test equipment. Education and Experience Associate degree in Information Technology, Computer Science, or a related discipline, or equivalent demonstrated hands‑on experience. Approximately 3–5 years of end‑user / desktop support experience preferred, including troubleshooting issues beyond routine first‑level requests. Experience supporting engineering laboratories, aerospace, manufacturing, or another security‑conscious technical environment preferred. CompTIA A+, Network+, Microsoft certifications, or comparable credentials are beneficial but not required. Technical Knowledge and Abilities Strong understanding of Windows systems, Microsoft 365, device imaging/provisioning, enterprise endpoint management, hardware diagnostics, and common network fundamentals. Working familiarity with identity and access concepts (such as Active Directory / Entra ID), ticketing tools, software deployment, and IT asset management. Ability to troubleshoot technical problems methodically, document evidence and resolution steps, and recognize when specialist or cybersecurity escalation is required. Comfort supporting technical users, engineering peripherals, and software that may require vendor or application‑owner coordination. Personal and Collaboration Skills Strong customer‑service orientation, responsiveness, confidentiality, and clear written and verbal communication. Ability to work independently as the principal on‑site support resource while collaborating with remotely located IT teams and internal stakeholders. Organized approach to competing priorities, project support, documentation, and proactive follow‑up. Primarily an on‑site position in Rockford, Illinois. Occasional travel to other Safran locations or approved service providers may be required, anticipated at up to 10% depending on business needs. Physical Demands Regular computer use and movement between office and laboratory spaces; occasional handling, positioning, or lifting of IT equipment up to 50 pounds, with reasonable accommodation as applicable. Ability to observe, troubleshoot, and communicate technical information in person or remotely. Work is primarily performed in office, engineering and test‑laboratory areas. Some tasks may involve equipment noise, restricted‑access spaces, cables or workstations near test assets. Follow applicable PPE, electrical safety, cybersecurity and site‑access procedures. Experience in relevant Business sector Experience within aerospace or manufacturing industry a plus but not required. #J-18808-Ljbffr Safran Electronics & Defense, Avionics USA, LLC.