Sr Client Services Analyst

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.

Crane Aerospace & Electronics supplies critical systems and components to the aerospace and defense markets. You’ll find Crane Aerospace & Electronics in some of the toughest environments: from engines to landing gear; from satellites to medical implants and from missiles to unmanned aerial systems (UAS). Every 1.2 seconds, product built at our Crane Aerospace & Electronics Burbank facility is stopping aircraft – delivering passengers and military personnel safely to their destination.

Home to our Landing & Cabin Systems team, Crane A&E’s brake control systems and premium cabin actuation solutions are flying on tens of thousands of aircraft throughout the world. You’ll join a business with a long track record of engineering excellence, set in the wonderful town of Burbank filled with great community atmosphere, schools, weather and no shortage of entertainment.

• 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 respect 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.

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.

Working in a fast‑paced and changing environment, manage user expectations and prioritize tasks…