Help Desk Specialist

Sonaca North America; Saint Charles (MO); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

401(k) matching

Competitive wages

Paid holidays

Paid time off

Medical, dental, vision, life

Short-term disability

Long-term disability

Employee assistance program

Wellness program

Tuition assistance

Job summary

Sonaca North America is seeking an IT Service Desk Specialist to provide technical assistance for computer systems, hardware, and software. You will diagnose issues, implement solutions, and uphold the company’s Code of Conduct while delivering high-quality service.

Responsibilities include troubleshooting, incident logging, after-hours support, and collaboration with IT teams. The role emphasizes customer focus, accuracy, and documenting procedures to improve support efficiency.

Qualifications

• Technical Degree is preferred.
• Proficient in Microsoft Office.
• Knowledge of Microsoft desktop OS.
• Ability to easily identify and resolve problems.
• Excellent interpersonal and customer service skills.
• Detail oriented with good communication skills.

Responsibilities

• Provide technical assistance and support for issues related to computer systems, software and hardware.
• Troubleshoot desktop hardware, OS and software problems and escalate as needed.
• Research desktop issues using product manuals and other resources.
• Install fixes on computers as required.
• Handle incoming calls, email, or walkups and document actions.
• Provide after-hours or on-call support as needed.
• Follow up with users to ensure resolution and satisfaction.
• Document standard procedures in the Knowledge Base.

Skills

Microsoft Office

Windows OS

Problem solving

Customer service

Education

Technical Degree

Job description

Who Are We

Sonaca North America is driven by a passion for innovation and a commitment to excellence. As a leading provider of aerospace and defense solutions, we are dedicated to making air and space travel safe and sustainable. We have 13 locations across North America and our engineering expertise and operational excellence set us apart from the competition. Since the beginning in 1948, we have a proven track record of delivering high-quality products and services that are reliable, safe, and efficient. Our team of experts is dedicated to staying ahead of the curve in the aerospace and defense industry, utilizing the latest technologies and processes to ensure that we deliver the best possible solutions to our customers.

Position Summary

We are currently seeking an IT Service Desk Specialist who is responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. While performing all duties and responsibilities, the Specialist will at all times, model Sonaca North America's values and principles and act in a manner consistent with the Code of Business Conduct and Ethics.

Essential Job Responsibilities

• Through the phone, email or walkups - provide technical assistance and support for incoming issues related to computer systems, software, and hardware.
• Troubleshoot desktop hardware, operating system and software application problems and elevate to appropriate IT staff
• Research desktop related issues via web, product manuals and other methods
• Install fixes on computers as needed
• Receive and log incoming calls for users as needed
• After hours/on call support
• Follow up with users to ensure customer satisfaction and problem resolution
• Track metrics to measure performance
• Train computer users and clean up computers as necessary
• Walk customer through problem-solving process
• Document standard procedures in Knowledge Base
• Run reports to determine malfunctions that continue to occur
• Maintain compliance with desktop software licenses
• Ensure all software is appropriately licensed prior to installation
• Notify IT Management and remove any user installed software that has not been approved by IT Management
• Assist with other IT related issues and other duties as assigned

Education And Experiences

• Technical Degree is preferred
• Specific Job Skills:
• Proficient in Microsoft Office
• Knowledge of Microsoft desktop OS
• Ability to easily identify and resolve problems
• Behavior/Work Management Skills:
• Ability to maintain confidentiality
• Excellent interpersonal and customer service skills
• Eager to learn and adapt to different technologies
• Detail oriented and demonstrating good communication skills
• Ability to identify and resolve problems
• Organizational and prioritizing skills
• Willingness to work in a high stress and constantly changing environment
• Self-Motivated
• Able to work in a team based participative environment
• Able to work extended hours, including evenings and weekends, if necessary to meet deadlines.

WHY CHOOSE SONACA NORTH AMERICA?

• 401(k) retirement savings plan with a percentage company-match contribution
• Competitive wages
• Paid holidays
• Paid time off
• Medical, dental, vision, life, and accidental insurance
• Short-term disability
• Long-term disability
• Employee assistance plan — for access to counseling, consulting and other community resources
• Wellness program
• Tuition assistance
• Subject to eligibility, terms, and conditions

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties may differ from those outlined in the job description and other duties, as assigned, may be required. This document does not create an employment contract. Employees of the Company are employed on an “at will” basis and may be terminated at any time.

Sonaca North America is an equal employment opportunity employer. Consistent with applicable law, Sonaca North America provides access and opportunities to those with disabilities. This includes providing reasonable accommodation to individuals with disabilities and disabled veterans who seek to access the company’s online application system. If an applicant is unable to fully access the online application system, Sonaca North America will provide a reasonable accommodation. Applicants with disabilities may contact us at 636-916-2400 for assistance accessing the on-line application system. Callers should have a detailed description of the requested accommodation, their name and preferred method of contact ready for Sonaca North America‘s Human Resources Department. Sonaca North America will make every effort to respond within two (2) business days. This phone number is not for the general submission of application materials.

Sonaca North America is an E-Verify Employer.

Sonaca North America is an Equal Employment Opportunity/Disability/Veterans Employer