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 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

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

Qualifications

• 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

Benefits

• Medical, Dental, and Vision Insurance

• 401k with employer matching contribution
• Generous Paid Time Off

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.