Digital & IT Associate

2 weeks ago

Avon, United States Kaman Full time
Overview

Year after year, AWB 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, AWB will always be a place where people can come together and make a difference.Invested in our future together.

At AWB, the Digital & IT Associate is a member of the IT organization and is responsible for providing end-to-end IT customer care including providing, installing, and supporting hardware and software to our team members, which includes the installation, troubleshooting, upgrade, protecting, and, at times, the removal for various hardware and software. Due to the nature of the role, on-site attendance is necessary along with occasional off-site/remote support in the events of emergencies and/or other necessary events as determined by management.

Essential Duties and Responsibilities

  • Provide end-to-end customer care, ensuring continuity and efficiency of service
  • Deliver concise and timely communications and follow-through 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 team member/client devices including installation, troubleshooting, upgrades, protecting, and removal
  • Work within systems for ticketing, recording updates, call routing, and updating asset information
  • Project manage and provide timely and proactive updates on progress of tickets and assure prompt execution and resolution
  • Escalate issues as required to appropriate support tier – escalation to include situation, basis for escalation, specific help needed and timelines
  • 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
Qualifications

Education & Experience:

  • Associate degree or equivalent and progressive business experience
  • 3+ years IT client device or service desk support skills
  • Experience participating in structured projects or deployments
  • Manufacturing background preferred with basic knowledge of ERP systems and computing required within divisional network(s) 

Knowledge, Skills & Abilities:

  • Strong networking and 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
  • Excellent project management skills including follow-up and follow-through
  • Ability to prioritize, organize and manage against time constraints in a professional manner
  • Proficiency in documentation, software installation, licensing requirements, and call annotation

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