IT Client Support Specialist

1 week ago


Bloomfield, Connecticut, United States Kaman Full time

Position Overview:

Kaman Corporation is at the forefront of technological advancements, consistently delivering innovative solutions to our clientele. Our commitment to growth is reflected in our investments in cutting-edge technologies, enhanced facilities, and the continuous development of our workforce.

Role Summary:
The IT Customer Experience Analyst plays a pivotal role within the IT Customer Experience team, focusing on comprehensive IT support. This includes managing hardware and software assistance for client devices, encompassing installation, troubleshooting, upgrades, and decommissioning. This position operates under the guidance of both the IT Customer Experience Team Lead and the IT Customer Experience Manager.

Key Responsibilities:

  • Ensure seamless customer support, maintaining service continuity.
  • Communicate effectively and promptly with customers throughout the support process.
  • Document and update call history, team records, and knowledge base articles.
  • Execute desktop and laptop imaging and software deployment using industry-standard tools.
  • Collaborate with technical teams to conduct root cause analysis and perform hands-on support for client devices.
  • Provide comprehensive hardware and software assistance for client devices, including installation, troubleshooting, upgrades, and removal.
  • Utilize the ServiceNow system for ticket management, updates, call routing, and asset information maintenance.
  • Escalate issues to the appropriate support tier as necessary.
  • Engage in cross-functional collaboration with other IT teams and internal stakeholders.
  • Adhere to internal standardized processes, identify gaps, and propose improvements.
  • Stay updated with the latest technologies implemented in the workplace.
  • Be available on a rotational basis for after-hours support, responding to urgent issues as required.
  • Occasional travel to remote facilities may be necessary.

Qualifications:

Essential Skills:

  • Proficient troubleshooting abilities.
  • Strong written and verbal communication skills, capable of conveying information clearly to team members and customers.
  • Ability to work autonomously and collaboratively within a team environment.
  • Foundational knowledge of Windows operating systems, client peer network functionality, and Microsoft Active Directory.
  • Exceptional customer service and time management skills.
  • Competence in documentation and call logging.
  • Effective prioritization skills to manage multiple competing demands.

Experience:

  • A minimum of 3 years in IT client device support or service desk roles.
  • Experience in structured project participation or deployments.

Education:

  • Associate degree or equivalent professional experience.

Additional Requirements:
Due to the critical nature of the support role, the individual may be required to work evenings and weekends, responding to urgent notifications within one hour. This may include instances of short-notice travel.



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