IT Customer Experience Analyst

Year after year, Kamatics 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, Kamatics will always be a place where people can come together and make a difference.

Invested in our future together.

At Kamatics Corporation, the IT Customer Experience Analyst is a member of the Kamatics Business Systems 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 Kamatics Business Systems Manager. This is an onsite role.

Essential Duties and Responsibilities

Provide end-to-end customer care for onsite and remote workers, 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 or other ticketing systems for 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. May be requested to assist other Kaman business units or Kaman Corporate IT as required.
• Periodic Travel to remote facilities may be required

Qualifications

• Associate degree ore equivalent business experience
• 3+ years IT client device or service desk support skills
• Experience participating in structured projects or deployments
• 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
• Basic understanding of Mobile Device Management and M365 mobile applications
• Excellent customer interaction and time management skills
• Proficiency in documentation and call annotation