Tier 2 IT Support Analyst — On-Call Tech Support

TKC Holdings; St. Louis (MO); On-site; USD 33,062 - 38,572; Full time

Benefits offered by this job

Medical coverage

Dental

Vision

Life insurance

AD&D insurance

401(k) match

DailyPay

Job summary

TKC Holdings, Inc. is seeking an IT Support Analyst – Tier 2 to deliver excellent customer service through phone support, incident handling, and on-call rotation. You will coordinate with onsite staff and third-party technicians to resolve hardware/software issues.

The role requires an Associate degree or equivalent, strong written and verbal communication, and the ability to manage multiple issues in a dynamic environment. Comprehensive benefits and a military-friendly employer are provided.

Qualifications

• Associate degree or equivalent from two-year college or technical school, or 6 months to 1 year related experience.
• Ability to read, analyze, and interpret general business information and procedures.
• Ability to write reports and communicate with managers, clients, and the public.
• Strong customer service and interpersonal skills, with the ability to work with diverse teams.

Responsibilities

• Provide excellent customer service via phone and other channels.
• Respond to incidents using documented SOPs and escalation points.
• Coordinate with onsite staff and third-party technicians for on-site issues.
• Assist customers with status of active service desk incidents.
• Participate in 24/7 on-call rotation as needed.
• Document interactions in the ticketing system per SOPs.
• Escalate to team leadership when needed.
• Deploy and install hardware as assigned by management.
• Train employees on hardware and software basics.

Skills

Customer service

Communication

MS Office

Technical support

Team collaboration

On-call support

Independent work

Education

Associate degree or equivalent

Tools

MS Word

Excel

PowerPoint

Outlook

Job description

TKC Holdings, Inc. is seeking an IT Support Analyst – Tier 2 to deliver excellent customer service through phone support, incident handling, and on-call rotation. You will coordinate with onsite staff and third-party technicians to resolve hardware/software issues.

The role requires an Associate degree or equivalent, strong written and verbal communication, and the ability to manage multiple issues in a dynamic environment. Comprehensive benefits and a military-friendly employer are provided.