Tier 2 IT Support Specialist

Keefe Group, LLC; Missouri; On-site; USD 33,117 - 39,743; Full time

Benefits offered by this job

Medical w/prescription coverage

Dental

Vision

Basic Life Insurance

Voluntary benefits (short/long term)

Job summary

TKC Holdings, Inc., comprising Trinity Services Group, Keefe Group, and Courtesy Products, seeks an IT Support Analyst - Tier 2 to deliver excellent customer service and resolve incidents across hardware and software platforms.

You will work with onsite and third-party technicians, participate in on-call rotations, and document interactions in the ticketing system while following SOPs to ensure timely resolutions.

Qualifications

• Degree or technical training with related IT support experience.
• Ability to read, analyze, and interpret business materials.
• Ability to write reports and procedures.
• Strong written and oral communication skills.
• High-volume call handling experience.

Responsibilities

• Provide excellent customer service via phone and incident queues.
• Coordinate with onsite and third-party technicians for on-site issues.
• Assist customers with status of active service desk incidents.
• Participate in 24/7 on-call support rotation.
• Document interactions in ticketing system per SOPs.
• Train employees on hardware and software support.

Skills

Customer service

Listening skills

Communication skills

Problem solving

Teamwork

Reading/comprehension

Windows MS Office

Education

Associate's degree or equivalent

Tools

MS Word

Excel

PowerPoint

Outlook

Job description

TKC Holdings, Inc., comprising Trinity Services Group, Keefe Group, and Courtesy Products, seeks an IT Support Analyst - Tier 2 to deliver excellent customer service and resolve incidents across hardware and software platforms.

You will work with onsite and third-party technicians, participate in on-call rotations, and document interactions in the ticketing system while following SOPs to ensure timely resolutions.