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IT Client Support Specialist

2 months ago

Bloomfield, Connecticut, United States Kaman Full time

Position Overview:

Kaman Corporation is dedicated to providing innovative solutions and technical advancements for our clients. We focus on acquiring new technologies, enhancing our facilities, developing research capabilities, and investing in our workforce. As the industry evolves, Kaman remains a collaborative environment where individuals can contribute meaningfully.

Role Summary:
The IT Customer Experience Analyst plays a crucial role within the IT Customer Experience team, tasked with delivering comprehensive IT support. This includes managing hardware and software assistance for client devices, encompassing installation, troubleshooting, upgrades, and removal. 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 histories, team records, and knowledge articles.
  • Execute desktop and laptop imaging along with software deployment using industry-standard tools.
  • Collaborate with technical teams to conduct root cause analysis and provide hands-on support for client devices.
  • Offer 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.
  • 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 suggest improvements.
  • Stay updated with the latest technologies implemented in the workplace.
  • Be available on a rotational basis for after-hours support, responding to urgent requests.
  • Occasional travel to remote facilities may be necessary.

Qualifications:

Essential Skills:

  • Proficient troubleshooting abilities.
  • Strong written and verbal communication skills, with the capacity to convey actions taken clearly.
  • Ability to work autonomously as well as collaboratively within a team.
  • Basic understanding of Windows operating systems, client peer network functionality, and Microsoft Active Directory.
  • Exceptional customer interaction and time management skills.
  • Competence in documentation and call annotation.
  • Effective prioritization skills in managing multiple competing demands.

Experience:

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

Education:

  • Associate degree or equivalent professional experience.

Additional Requirements:
Due to the critical nature of support needs, this role may require weekend and evening availability, with a response time of one hour to urgent notifications. This may include instances of out-of-town travel on short notice.