Contract IT Customer Experience Analyst

IT Customer Experience Analyst (6-12 month contract)

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.

Responsibilities

Provide end-to-end customer care, ensuring continuity of serviceDeliver concise and timely communication to customers during support processUpdate and document call history, team documentation, and knowledge articlesPerform desktop and laptop imaging and software deployment with industry standard toolsPartner with technical teams to perform root cause analysis and smart hands activity on client devicesProvide hardware and software support on client devices including installation, troubleshooting, upgrades, and removalWork within ServiceNow system for ticketing, recording updates, call routing, and updating asset informationEscalate issues as required to appropriate support tierCross-functional collaboration with other IT teams and internal business stakeholdersFollow internal standardized processes, identify gaps and recommend improvements where neededRemain current with latest technology deployed within the workplace

Required Skills

Strong troubleshooting skillsProfessional written and oral communication skills with the ability to clearly communicate actions taken to other team members and customers in a concise mannerAbility to work independently, with minimal supervision, and as part of a teamFoundational 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 softwareExcellent customer interaction and time management skillsProficiency in documentation and call annotationPrioritization skills in support of multiple competing requirements

Qualifications

Associates Degree or equivalent business experience required3+ years of experience in IT client device or service desk support skillsExperience participating in structured projects or deploymentsExperience creating Microsoft Forms utilizing branching and Power Automate a plus

Shift: 1st Shift Monday-Friday 6:30a-3:00p

Hourly Pay Range: $33.00 - $47.44

For more than 85 years, our team at Precision Fuzing and Sensors has designed, tested, and manufactured the fuzing and sensor systems that defense programs depend on - delivering mission-critical reliability from a single, vertically integrated facility in Middletown, Connecticut. Precision Fuzing & Sensors has spent more than eight decades at the forefront of fuzing technology for defense and aerospace applications, trusted by every branch of the U.S. military and allied nations across the globe.