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IT Customer Experience Analyst

1 month ago

Avon, United States Kaman Full time

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 located in Avon, OH.

Essential Duties and Responsibilities:
  • Provide end-to-end customer care, ensuring continuity of service
  • Deliver concise and timely communication to customers during support process
  • Update and document call history, team documentation, and knowledge articles
  • Perform desktop and laptop imaging and software deployment with industry standard tools
  • Partner with technical teams to perform root cause analysis and smart hands activity on client devices
  • Provide hardware and software support on client devices including installation, troubleshooting, upgrades, and removal
  • Work within ServiceNow system for ticketing, recording updates, call routing, and updating asset information
  • Escalate issues as required to appropriate support tier
  • Cross-functional collaboration with other IT teams and internal business stakeholders
  • Follow internal standardized processes, identify gaps and recommend improvements where needed
  • Remain current with latest technology deployed within the workplace
  • On 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 support
  • Periodic travel to remote facilities may be required.


Qualifications:

REQUIRED SKILLS

  • Strong troubleshooting skills
  • Professional written and oral communication skills with the ability to clearly communicate actions taken to other team members and customers in a concise manner
  • Ability to work independently, with minimal supervision, and as part of a team
  • Foundational 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 software
  • Excellent customer interaction and time management skills
  • Proficiency in documentation and call annotation
  • Prioritization skills in support of multiple competing requirements

EXPERIENCE

  • 3+ years IT client device or service desk support skills
  • Experience participating in structured projects or deployments

EDUCATION

  • Associate degree or equivalent business experience

OTHER REQUIREMENTS

Because of the critical nature of support needs, this individual may be required to work on weekends and/or evenings and must be available to respond to "calls" and respond within one hour of notification and connect remotely or respond in person. This may include occasions when out-of-town travel is required on relatively short notice.

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