On-Site IT Help Desk Analyst I

Keefe Group, LLC; Missouri; 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"

Paid Time Off (PTO)

Tuition Reimbursement

Paid Training

Career Advancement Opportunities

Life Insurance & AD&D Coverage

Voluntary Benefits including Short- &h

Job summary

TKC Holdings, Inc. is seeking an IT Support Analyst to join the Keefe Group Service Desk on-site.

You will handle incoming calls, document incidents, and route requests to the proper teams to ensure timely resolutions. Join a military and veteran-friendly employer offering comprehensive benefits, a wage range of $19.23–$24.04 per hour, and opportunities for training and career growth within a collaborative support environment.

Qualifications

• Associate's degree or 6–12 months related experience; or equivalent combination.
• Superior listening skills - ability to listen carefully and understand a customer's situation clearly to help them.
• Strong customer service skills - patient, helpful and professional manner.
• Strong interpersonal skills - positive interactions with customers and peers.
• Excellent organizational and time management skills.
• Ability to adapt easily to a constantly changing environment.
• Understanding of basic computer/network concepts; experience with Microsoft Office (Word, Excel, PowerPoint, Outlook).
• High call volume experience.

Responsibilities

• Demonstration of excellent customer service skills with frequent customer interaction.
• Answer incoming technical phone calls and gather information; route to appropriate teams.
• Use procedures and knowledge base to resolve routine incidents; route Level 1 issues onward.
• Assist with coordination of third party support technicians via phone and email to schedule on-site visits.
• Assist customers via phone regarding status of active service desk tickets.
• Open and properly categorize tickets using Microsoft Dynamics CRM.
• Document details of customer interactions and provide follow-up as needed.
• Escalate issues to the appropriate service desk tier/management for diagnosis and resolution.
• Act as backup administrator for monitoring the service desk email.
• Train on an as-needed basis.
• Complete miscellaneous projects/duties as assigned by management.
• Other duties as determined by the business needs.

Education

Associate's degree or equivalent

Job description

TKC Holdings, Inc. is seeking an IT Support Analyst to join the Keefe Group Service Desk on-site.

You will handle incoming calls, document incidents, and route requests to the proper teams to ensure timely resolutions. Join a military and veteran-friendly employer offering comprehensive benefits, a wage range of $19.23–$24.04 per hour, and opportunities for training and career growth within a collaborative support environment.