Job Summary:The Client Services Analyst Sr role is to provide advanced technical support. Ensure proper computer operation so that customers can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving customer requests. Problem resolution may involve the use of diagnostic and request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.Essential Functions: - Providing technical support to primary office site, remote offices, and remote workers.
- Field incoming requests from customers via ITSM or IT Hotline in a courteous manner.
- Install, configure, and manage Windows 10 & 11 workstations/Laptops.
- Install, configure, or troubleshoot applications on workstations.
- Install, configure or trouble shoot printers.
- Assist customers on the use of VPN and associated security devices as well as troubleshoot issues related to WFH customers.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Could perform fixes at the remote or desktop level, including installing and upgrading software, installing hardware, and configuring systems and application.
- Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Support Data Centers and Network Stacks as requested by respected Teams.
- Develop and maintain proficiency in the use of company-wide standard software.
- Participate and provide oversight on projects.
- Identify continuous improvement opportunities.
- Assists IT personnel in identifying the root cause of production defects.
- Assist Junior Analysts in resolving complex issues.
- Manage the resolution of customer tickets according to established Ticket Management Process
- Provide 75% remote support using IT Remote Tools.
- Install and configure approved hardware and software in adherence to Crane Aerospace &
- Electronics policies, procedures, and naming conventions.
- Any other task assigned by IT Manager or Leadership
Required Knowledge, Skills, and Abilities: - Proficient in Active Directory, Privileged Access Management, SCCM, Windows 11, ITSM, Data Encryption, Employee Onboarding and Offboarding, and continuous improvement.
- Strong understanding of hardware, software and TCP/IP networking principles is required along with basic knowledge of VOIP technology.
- Outstanding communication skills to team and clients. Ability to motivate the team to adhere IT best practice and deliver outstanding customer service.
- Strong knowledge in Microsoft Office, Patch Management, desktop/laptop imaging, and inventory management tools.
- Excellent knowledge of computers (PC, Laptop) and peripherals.
- Excellent knowledge of configuring and trouble-shooting iOS based mobile devices.
- Strong customer service orientation, good written and oral communication. Attention to details with strategic and holistic mindset, self - motivated and directed.
- Working knowledge of managing tickets, follow up actions and close issues following IT Ticket Management Process.
- Ability to work in a fast-paced and changing environment, manage user expectations and prioritize tasks effectively.
Qualifications: - Bachelor's Degree in IT or 5+ years relevant disciplines.
- Required Experience
- Minimum of 5+ years working in a Help Desk or a Desktop Support Senior Role.
- Minimum of 3 years of demonstrated success at the Client Services Senior level within a large organization.
- Must be flexible to work overtime, weekend, and on call (once every 2 months)
Working Conditions: - Standard office environment
- Work requires substantial visual concentration on detail
- Manufacturing operations may require the use of safety equipment to include but not limited to eye safety glasses, gowning, masks, hearing protectors, heel/wrist straps and any other required PPE
- May be exposed to unusual environmental conditions such as loud noises, cold temperatures, confined spaces, dust, or fumes
- Must be flexible to work overtime, weekends, and on-call
- Standing: 10%*percentage is approximate and may vary depending on work task
- Sitting: 90%*percentage is approximate and may vary depending on work task
- Lifting (in pounds): up to 25 pounds
- Pushing (in pounds): up to 50 pounds
- Mental/Visual: use of computer, calculator, filing cabinets
- Workspace (line, cube, etc): cubicle/desk
Top Benefits: As a team member at Crane Aerospace and Electronics, you'll enjoy:- Benefits: Health care, dental, vision, life and disability insurance starting the first day of the month following your start date.
- Time Off: 15 days of paid time off that start accruing your first day at Crane plus 12 paid holidays per year.
- 401k Retirement Plan: 401k plan with company match.
- Education Reimbursement: eligible after 6 months of employment.
You can see a list of our benefits at https://www.craneae.com/company/careers or visit our website at www.CraneAE.com for more information on our company and great opportunities.Salary Range: $39.04/hr. - $47.47/hr. Several factors contribute to actual salary, including experience in a similar role or performing comparable job responsibilities, skills, training, and other qualifications. Some roles may be eligible for participation in performance-based bonus programs.
This description has been designed to indicate the general nature and level of work being performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
