IT Support Analyst II – 24/7 Help Desk

TKC Holdings, Inc.; Missouri; On-site; USD 33,000 - 40,000; Full time

Benefits offered by this job

Medical Insurance and Benefits

401(k) Retirement Plan with Company 
2

Paid Time Off (PTO)

Tuition Reimbursement

Paid Training

Career Advancement Opportunities

Life Insurance & AD&D

Voluntary Benefits

Job summary

TKC Holdings, Inc. is seeking an IT Support Analyst - Tier 2 to deliver high-quality customer service across multiple channels, resolve incidents using SOPs, and coordinate with onsite and third-party technicians for hardware/software issues.

The role includes 24/7 on-call rotation, documentation of interactions in the ticketing system, and training of employees on day-to-day IT support activities.

Qualifications

• Associate's degree (A. A.) or equivalent from two-year college or technical school, or six months to one year related experience.
• Ability to read, analyze, and interpret general business materials, journals, or procedures.
• Ability to write reports, correspondence, and manuals.
• Strong presentation and communication skills for groups of managers and customers.
• Ability to calculate figures and apply basic algebra/geometry concepts.
• Ability to work independently or in a team and manage multiple issues.
• Experience with basic computer/network concepts and MS Office suite.

Responsibilities

• Provide excellent customer service with frequent interaction with users.
• Answer incoming requests from supported users via multiple channels.
• Use SOPs to resolve incidents for users.
• Coordinate with onsite staff and third-party technicians for on-site hardware/software issues.
• Assist customers by phone regarding status of incidents.
• Participate in 24/7 on-call rotation as needed.
• Document interactions in the ticketing platform per SOPs.
• Escalate issues to team leadership as required.
• Deploy, provision, install and/or perform hardware-related tasks.
• Train employees on day-to-day hardware and software support.
• Provide internal training as needed.
• Complete miscellaneous projects assigned by management.

Skills

Customer service

Communication

Interpersonal skills

Troubleshooting

Ticketing systems

Time management

Independent worker

Teamwork

On-call rotation

Microsoft Office

Education

Associate's degree or equivalent

Tools

MS Word

Excel

PowerPoint

Outlook

Job description

TKC Holdings, Inc. is seeking an IT Support Analyst - Tier 2 to deliver high-quality customer service across multiple channels, resolve incidents using SOPs, and coordinate with onsite and third-party technicians for hardware/software issues.

The role includes 24/7 on-call rotation, documentation of interactions in the ticketing system, and training of employees on day-to-day IT support activities.