Overview
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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 – one position available in Middletown, CT.
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.
- A security clearance will be required within 6 months of employment
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
Kaman Corporation is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer
Kaman Corporation considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender identity, national origin, ancestry, protected veteran or disability status or any factor prohibited by law. Kaman Corporation and all of its related companies fully endorse equal opportunity for all. Kaman provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures and/or process. Please inform us if you need assistance completing any forms or to otherwise participate in the application process. For more information, please click here for a notice that provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs (OFCCP).
Many positions at Kaman require access to information or technology that is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). For ITAR and EAR purposes, U.S. persons include U.S. citizens, nationals and lawful permanent residents, as well as asylees and refugees. The ITAR and/or EAR may limit access rights for non-US Persons or other unauthorized individuals. Kaman reserves the right to require candidates and employees to provide proof of citizenship, nationality and/or immigration status to determine ITAR and EAR compliance requirements.
