ITCS Client Services Analyst - RCC

Woodward is committed to creating a great workplace for all team members. Our company and its members are committed to acting with integrity, being respectful and accountable to one another, and staying humble and driven, while maintaining the highest professional and ethical standards.

We are steadfastly committed to attracting the best talent across our communities creating a rewarding workplace. Together we are fulfilling our purpose to design and deliver energy control solutions our partners count on to power a clean future.

Woodward supports our members’ wellbeing and regularly benchmarks with other companies in our industry to offer an extensive Total Reward package for this position. Salary will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data. 

• Estimated annual base pay:  $38.77(minimum) - $48.46(midpoint) - $58.15(maximum)
  • All members included in annual cash bonus opportunity. 
  • 401(k) match (4.5%)
  • Annual Woodward stock contribution (5%)
  • Tuition reimbursement and Training/Professional Development opportunities for all members  

• 12 paid holidays, including floating holidays. 
• Industry leading medical, dental, and vision Insurance upon date of hire

• Vacation / Sick Time / Vacation Buy-up / Short Term Disability / Bereavement leave. 
• Paid parental leave.
• Adoption Assistance  
• Employee Assistance Program, including mental health benefits. 
• Member Life & AD&D / Long Term Disability / Member Optional Life 
• Member referral bonus 

• Spouse / Child Optional Life / Optional AD&D / Healthcare and Dependent Care Flexible Spending 
• Voluntary benefits, including:  

• Home / Auto Insurance discounts 
• Whole Life Insurance / Critical Illness Insurance / Legal Assistance / Military Leave 

What You Will Be Doing 

• Interprets problems and provides Tier 2 and Tier 3 technical support by diagnosing problem source through discussions with users. Coordinate with support and operations groups and/or with vendors to resolve problems for IT systems, client hardware, and software. Must be able to define root cause of problems and define corrective actions.
• Reviews service requests and gathers additional information and documents it in the request/email before assignment to support staff or escalation. Diagnosing problem source through discussions with users. Coordinate with support and operations groups and/or with vendors to resolve problems.
• Defines customer support processes and procedures defining general operations, problem management, and problem escalation.
• Participates in designing automated solutions for technical problems and manual processes.
• Assists with interviewing and providing direction to subcontractors, interns, and consultants.
• Responsible for sustaining established asset management procedures to support standard hardware lifecycle refresh and desktop software copyright compliance.
• Fosters teamwork in global problem solving and decision-making.
• Leads and facilitates global ITCS project or IT project teams.
• Individual contributors with responsibility in a professional or technical discipline or specialty, but may guide two or fewer employees. May direct the work of other lower level professionals or guide processes and programs.
• Contributes to IT customer self-help knowledge base, department knowledge base, and IT documentation.
• Provides expert level support for mobile devices including setup, deployment, and basic MDM (mobile device management) knowledge and administration. May provide Telecom support where needed.
• Provides advanced support for local, networked, and multi-function printing devices including the creation and administration of print server queues and current vendor's security SW.
• Ability to drive technology changes for audio and video collaboration tools and conference rooms. While also providing expert level support for this technology.
• Installs, maintains, troubleshoots, and administers client security software and settings.
• Ensures customer satisfaction through problem resolution and follow-up.
• Configures, installs, and maintains client hardware and software, with no supervision.
• Support yearly alignment grid objectives and metrics for the Global IT EIS organization.
• Participates in on-call support rotation.

What We Are Looking For 

• US – Bachelor's Degree in Arts/Sciences (BA/BS) Multi-language capabilities. Will consider professional experience and IT knowledge in lieu of meeting education requirements.
• 5+ years Expert experience working with client computer hardware and software preferably in a global environment required 

Application window is anticipated to close 30 days from original posting date.

This information is provided in compliance with the Colorado Equal Pay for Equal Work Act and is the company’s good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons.

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR).   All applicants must be U.S. Persons within the meaning of the ITAR and EAR, or eligible to obtain all required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce. The ITAR defines a U.S. Person as a U.S. citizen or national, lawful permanent resident (i.e., 'Green Card holder'), or a protected person (e.g., asylee, or refugee).

Woodward is an Equal Opportunity Employer 

EO/AA/M/F/Disabled/Protected Veterans