Returning Candidate? Log back in! IT Customer Experience Analyst Location : Location US-CT-Middletown Requisition ID 2024-8614 Category Information Technology Mgmt Segment Kaman Aerospace Shift Shift 1 # of Openings 1 Posted Date 15 hours ago(11/22/2024 4:23 PM) Overview

Year after year, Kaman delivers technical breakthroughs and innovative solutions for our customers. We do this by acquiring new technologies, expanding facilities, developing R&D capabilities and investing in our employees. As technology advances and industry shifts, Kaman will always be a place where people can come together and make a difference.

 

Invested in our future together.

 

At Kaman Corporation, the IT Customer Experience Analyst is a member of the IT Customer Experience team and is responsible for providing end-to-end IT customer care including providing hardware and software support on client devices including installation, troubleshooting, upgrades, and removal. This position reports to both the IT Customer Experience Team Lead and to the IT Customer Experience Manager. This is an onsite role –  one position available in Middletown, CT.

Essential Duties and Responsibilities Provide end-to-end customer care, ensuring continuity of service Deliver concise and timely communication to customers during support processUpdate and document call history, team documentation, and knowledge articlesPerform desktop and laptop imaging and software deployment with industry standard toolsPartner with technical teams to perform root cause analysis and smart hands activity on client devicesProvide hardware and software support on client devices including installation, troubleshooting, upgrades, and removalWork within ServiceNow system for ticketing, recording updates, call routing, and updating asset informationEscalate issues as required to appropriate support tierCross-functional collaboration with other IT teams and internal business stakeholdersFollow internal standardized processes, identify gaps and recommend improvements where neededRemain current with latest technology deployed within the workplaceOn a rotational basis, this position must be available to respond to "calls” on weekends and/or afterhours and be on site within one hour of notification by the company to respond to events such as VIP ticket handling, and P1/P2 call event supportPeriodic travel to remote facilities may be required. Qualifications

REQUIRED SKILLS

Strong troubleshooting skillsProfessional written and oral communication skills with the ability to clearly communicate actions taken to other team members and customers in a concise mannerAbility to work independently, with minimal supervision, and as part of a teamFoundational understanding of Windows operating system, client – peer network functionality, Microsoft active directory users and groups, and concepts such as “On Prem” and “Azure Cloud” as it pertains to client device, hardware, and softwareExcellent customer interaction and time management skillsProficiency in documentation and call annotationPrioritization skills in support of multiple competing requirements

 

EXPERIENCE

3+ years IT client device or service desk support skillsExperience participating in structured projects or deployments

 

EDUCATION

Associate degree or equivalent business experience Options Apply NowApplyShare this jobEmail this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share this job

Kaman Corporation is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer
Kaman Corporation considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender identity, national origin, ancestry, protected veteran or disability status or any factor prohibited by law. Kaman Corporation and all of its related companies fully endorse equal opportunity for all. Kaman provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures and/or process. Please inform us if you need assistance completing any forms or to otherwise participate in the application process. For more information, please click here for a notice that provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs (OFCCP).

Many positions at Kaman require access to information or technology that is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). For ITAR and EAR purposes, U.S. persons include U.S. citizens, nationals and lawful permanent residents, as well as asylees and refugees. The ITAR and/or EAR may limit access rights for non-US Persons or other unauthorized individuals. Kaman reserves the right to require candidates and employees to provide proof of citizenship, nationality and/or immigration status to determine ITAR and EAR compliance requirements. Application FAQs