IT Support Analyst II – On-Site Helpdesk

RiseMe; St. Louis (MO); On-site; USD 33,000 - 39,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company +

Paid Time Off (PTO)

Tuition Reimbursement

Paid Training

Career Advancement Opportunities

Life Insurance & AD&D

Disability benefits

Job summary

TKC Holdings, Inc. is seeking an IT Support Analyst – Tier 2 to deliver excellent customer service via phone and incident queues. You will handle on-site hardware/software issues, coordinate with third-party technicians, and document all interactions in the ticketing system.

The role includes on-call duties and training responsibilities. Ideal candidates have an associate degree or equivalent experience, strong communication skills, and proficiency with Microsoft Office and ticketing platforms.

Qualifications

• Associate's degree or equivalent from two-year college or technical school or related experience.
• Ability to read, analyze, and interpret general business materials.
• Ability to write reports and communicate clearly with groups.
• Strong customer service and interpersonal skills.
• Experience with Microsoft Office applications and ticketing platforms.

Responsibilities

• Provide excellent customer service with frequent interaction with supported users.
• Answer incoming contact requests from users via multiple channels.
• Resolve incidents using documentation, escalation points, and SOPs.
• Coordinate with onsite staff and third-party technicians for on-site issues.
• Assist customers via phone regarding incident status.
• Participate in 24/7 on-call rotation as needed.
• Document interactions in the ticketing system per SOPs.
• Escalate issues to team leadership when needed.

Skills

Customer service

Communication

Time management

Multitasking

On-site coordination

Self-starter

Education

Associate degree or equivalent

Tools

MS Word

MS Excel

MS PowerPoint

Outlook

Ticketing system

Job description

TKC Holdings, Inc. is seeking an IT Support Analyst – Tier 2 to deliver excellent customer service via phone and incident queues. You will handle on-site hardware/software issues, coordinate with third-party technicians, and document all interactions in the ticketing system.

The role includes on-call duties and training responsibilities. Ideal candidates have an associate degree or equivalent experience, strong communication skills, and proficiency with Microsoft Office and ticketing platforms.