IT Support Analyst I

Keefesupply; St. Louis (MO); On-site; USD 26,000 - 33,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company M​

Job summary

TKC Holdings, Inc. is seeking an IT Support Analyst to deliver first-line IT support via the Keefe Group Service Desk. You will handle routine incidents, document interactions, and route issues to the appropriate teams to resolve problems efficiently.

Expect to engage with end users, maintain accurate ticket records in Dynamics CRM, and assist with on-site visits as needed. A strong customer-service mindset and basic IT knowledge are essential.

Qualifications

• Associate degree or equivalent from two-year college or technical school.
• Experience with basic computer/network concepts and MS Office.
• High call volume experience.

Responsibilities

• Provide excellent customer service via Keefe Group Service Desk.
• Answer incoming technical calls and route to appropriate teams.
• Open and categorize tickets in Microsoft Dynamics CRM.
• Coordinate with third-party techs for on-site visits.
• Escalate issues to service desk tiers as needed.
• Document customer interactions and follow up.

Skills

Superior listening

Customer service

Interpersonal skills

Organizational skills

Time management

Adaptability

MS Office proficiency

High call volume

Education

Associate's degree or equivalent

Job description

Wage Rate

$19.23-24.04/hour

Work Location

On-Site

Overview

TKC Holdings, Inc—comprised of Trinity Services Group, Keefe Group, and Courtesy Products - is a mid market respected leader in the corrections and hospitality industries for more than 40 years. With thousands of team members across the country, we continue a tradition of innovation, integrity, and success. TKC is committed to delivering excellent products and services, exceeding customer expectations, and empowering the career development of every team member.

We are proud to be a military and veteran-friendly employer.

Benefits

We care about our employees and offer benefits that support your health, finances, and career growth.

• Medical, Dental & Vision Insurance
• 401(k) Retirement Plan with Company Match
• Paid Time Off (PTO)
• Tuition Reimbursement
• Paid Training
• Career Advancement Opportunities
• Life Insurance & AD&D Coverage
• Voluntary Benefits including Short-Term Disability, Long-Term Disability, Critical Illness, Accident Coverage, and more.

About This Position

IT Support Analyst will provide excellent customer service through incoming phone calls to the Keefe Group Service Desk while assisting customers with routine incidents and routing tickets to appropriate teams.

Essential Functions, Duties, and Responsibilities

• Demonstration of excellent customer service skills with frequent customer interaction.
• Will answer all incoming technical phone calls through the Keefe Group Service Desk and gather appropriate information; quickly gain the skill to interpret and differentiate incoming customer technical requests, questions, concerns, incidents and in turn have a strong knowledge and understanding of how to direct / expedite these requests onto the appropriate support teams to achieve resolution.
• Use procedures, policy, knowledge base information, and other reference materials to provide incident resolution and closure for routine user problems; Route tickets for issues which cannot be resolved at Level 1 to the appropriate group.
• Assist with coordination of third party support technicians via telephone and email to schedule on site visits for hardware/software issues.
• Assist customers via phone regarding status of active service desk tickets.
• Open / properly categorize tickets using Microsoft Dynamics CRM case management system for reported issues.
• Document detail of customer interactions accordingly and provide follow up as needed.
• Escalate reported issues to the appropriate service desk tier / management for diagnosis and resolution.
• Act as backup administrator for monitoring of the Keefe Group Service Desk email.
• Train on an as-needed basis
• Complete miscellaneous projects/duties as assigned by management
• Other duties as determined by the needs of the business

What You'll Need

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience
• Superior listening skills – Ability to listen carefully and understand a customer’s situation clearly in order to help them.
• Strong customer service skills – Ability to properly handle customer requests, concerns, etc. in a patient, helpful and professional manner.
• Strong interpersonal skills – Ability to create positive interactions with customers and peers.
• Excellent organizational and time management skills.
• Ability to adapt easily to a constant changing environment.
• Understanding of basic computer/network concepts and experience in Microsoft Office applications including but not limited to MS Word, Excel, Power Point, and Outlook.
• High call volume experience.

EEO Statement

Equal Employment Employer as to all protected groups, including protected veterans and individuals with disabilities.

We maintain a drug-free workplace.

A copy of our Privacy Policy and CA Employee Privacy Notice can be found here: https://tkcholdings.com/privacy-policy-108