Contract IT Customer Experience Analyst

Kaman Human Resources•Middletown, CT

3d•Onsite

About The Position

Precision Fusing and Sensors is actively hiring for a IT Customer Experience Analyst in Middletown, CT. This role 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.

Requirements

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

Nice To Haves

Associates Degree or equivalent business experience required
3+ years of experience in IT client device or service desk support skills
Experience participating in structured projects or deployments
Experience creating Microsoft Forms utilizing branching and Power Automate a plus

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