Tier 2 IT Support Analyst — Customer-Driven Helpdesk

TKC Holdings; Missouri; On-site; USD 33,000 - 39,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Match

PTO

Tuition Reimbursement

Paid Training

Career Growth

Life Insurance

AD&D Coverage

Short-Term Disability

Long-Term Disability

Critical Illness

Accident Coverage

Job summary

TKC Holdings, Inc. seeks an IT Support Analyst – Tier 2 to deliver excellent customer service via phone and incident routing, on-call rotation, and proactive support.

The role handles hardware/software issues on site, collaborates with internal teams and third-party techs, and documents interactions in the ticketing system. A 2-year degree or equivalent and strong communication skills are required; 24/7 on-call rotation may be involved.

Qualifications

• AA degree or equivalent from a two-year college or technical school, or 6 months to 1 year related experience.
• Ability to read, analyze, and interpret general business materials.
• Strong written and oral communication skills.
• Ability to work independently or in a team.
• High call volume experience.
• Familiarity with basic computer and network concepts; MS Office proficiency.

Responsibilities

• Provide excellent customer service via phone and incident routing.
• Handle on-call rotation and other support duties as assigned.
• Use documentation and SOPs to resolve incidents.
• Coordinate with onsite staff and third-party techs for on-site issues.
• Update ticketing system with interactions and status.
• Escalate to team leadership when needed.
• Deploy and configure hardware as required by management.
• Train employees on day-to-day hardware and software needs.

Job description

TKC Holdings, Inc. seeks an IT Support Analyst – Tier 2 to deliver excellent customer service via phone and incident routing, on-call rotation, and proactive support.

The role handles hardware/software issues on site, collaborates with internal teams and third-party techs, and documents interactions in the ticketing system. A 2-year degree or equivalent and strong communication skills are required; 24/7 on-call rotation may be involved.