NEFCO · 18 hours ago
IT Customer Experience Analyst
East Hartford,CT,US
Full-time
Onsite
Mid Level
4+ years expNEFCO is seeking a motivated and experienced IT Customer Experience Analyst to join our IT team. This role acts as a critical escalation point, handling advanced technical issues and supporting core infrastructure, while providing comprehensive remote and onsite support to all company locations and colleagues.
ElectronicsManufacturingTelecommunications
Responsibilities
Provide Tier 2 help desk support, serving as an escalation point for the Tier 1 team
Perform advanced diagnostics, testing, and repair of complex hardware and software issues on devices including desktops, laptops, printers, phones, and mobile devices
Take ownership of escalated support requests from the Tier 1 team and see them through to resolution
Utilize remote control software to efficiently assist off-site staff and colleagues at branch offices
Support key business software including the Microsoft Office suite, Epicor Eclipse, and Adobe Products
Mentor and assist Tier 1 technicians with challenging issues to foster team skill development
Act as the first point of contact for all incoming IT support requests
Triage, prioritize, and manage multiple colleague inquiries simultaneously in a fast-paced environment
Document all support issues, user communications, and resolutions comprehensively within the IT ticketing system
Escalate complex issues to other IT teams as appropriate, ensuring a smooth hand-off
Deploy new hardware systems and software applications for new hires and as part of employee upgrade cycles
Configure and deploy company-approved mobile devices to colleagues
Assist with the tracking and management of IT hardware and software inventory
Contribute to the efficient and proper disposal of retired or expired hardware in accordance with company policy
Deliver an outstanding and professional customer service experience to all Tiers of the organization, from entry-Tier to executive leadership
Maintain clear, timely, and professional communication with end-users regarding the status of their requests
Create and maintain documentation for technical processes, findings, and resolutions
Participate in a rotating on-call schedule to provide after-hours support
Adhere to all IT policies and procedures
Perform other related duties as assigned
Qualification
Required
A minimum of 4 years working in a Desktop Support or similar IT support role
Bachelor's degree in computer science, Information Systems, or a related field; or an equivalent mix of an associate's degree and/or additional relevant IT experience
Proficiency with Windows Operating Systems
Experience with VoIP systems and current mobile devices (iPhone & Android)
Experience with ticketing systems is required
Experience with Dell business-class hardware, HP/Zebra printers, Mitel phone systems, and Epicor Solar Eclipse is considered a plus
Experience with Active Directory and Group Policy Management
Working knowledge of Office 365 Enterprise suite (Exchange, Teams, SharePoint, MFA)
Experience with Freshservice or other ITSMs
Excellent verbal and written communication skills, strong problem-solving abilities, and meticulous documentation habits
Proven ability to work effectively both independently and as part of a team
Ability to occasionally travel to other company sites within driving distance (mileage will be reimbursed)
Must be able to handle multiple inquiries and requests in a fast-paced environment
The ability to occasionally lift and move equipment and boxes weighing up to 40+ pounds
Preferred
IT Certifications such as A+, Network+, Security+, CCNA, or CCENT
Company
NEFCO
NEFCO is a wholesale company that offers threaded rod, hangers, and fastener tools.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Bertram Capital Management
2026-01-14Acquired
2022-08-10Private Equity
Leadership Team
D
David Putt
Chief Financial Officer (CFO)
D
David Gelles
President
Recent News
Hartford Business Journal
2026-01-17
2026-01-16
2025-01-28
Company data provided by crunchbase