Vending IT Support Analyst II

TKC Holdings, Inc.; Missouri; On-site; USD 33,000 - 40,000; Full time

Benefits offered by this job

Medical Insurance and Benefits

401(k) Retirement Plan with Company 
2

Paid Time Off (PTO)

Tuition Reimbursement

Paid Training

Career Advancement Opportunities

Life Insurance & AD&D

Voluntary Benefits

Job summary

TKC Holdings, Inc. is seeking an IT Support Analyst - Tier 2 to deliver high-quality customer service across multiple channels, resolve incidents using SOPs, and coordinate with onsite and third-party technicians for hardware/software issues.

The role includes 24/7 on-call rotation, documentation of interactions in the ticketing system, and training of employees on day-to-day IT support activities.

Qualifications

• Associate's degree (A. A.) or equivalent from two-year college or technical school, or six months to one year related experience.
• Ability to read, analyze, and interpret general business materials, journals, or procedures.
• Ability to write reports, correspondence, and manuals.
• Strong presentation and communication skills for groups of managers and customers.
• Ability to calculate figures and apply basic algebra/geometry concepts.
• Ability to work independently or in a team and manage multiple issues.
• Experience with basic computer/network concepts and MS Office suite.

Responsibilities

• Provide excellent customer service with frequent interaction with users.
• Answer incoming requests from supported users via multiple channels.
• Use SOPs to resolve incidents for users.
• Coordinate with onsite staff and third-party technicians for on-site hardware/software issues.
• Assist customers by phone regarding status of incidents.
• Participate in 24/7 on-call rotation as needed.
• Document interactions in the ticketing platform per SOPs.
• Escalate issues to team leadership as required.
• Deploy, provision, install and/or perform hardware-related tasks.
• Train employees on day-to-day hardware and software support.
• Provide internal training as needed.
• Complete miscellaneous projects assigned by management.

Skills

Customer service

Communication

Interpersonal skills

Troubleshooting

Ticketing systems

Time management

Independent worker

Teamwork

On-call rotation

Microsoft Office

Education

Associate's degree or equivalent

Tools

MS Word

Excel

PowerPoint

Outlook

Job description

Wage Rate

$24.04-28.85/hour

Overview

TKC Holdings, Inc.-comprised of Trinity Services Group, Keefe Group, and Courtesy Products - is a mid market respected leader in the corrections and hospitality industries for more than 40 years. With thousands of team members across the country, we continue a tradition of innovation, integrity, and success. TKC is committed to delivering excellent products and services, exceeding customer expectations, and empowering the career development of every team member.

We are proud to be a military and veteran-friendly employer.

About This Position

IT Support Analyst - Tier 2 will provide excellent customer service through incoming phone calls, incidents routed from different teams, on call rotation and other support work as designated by management.

Essential Functions, Duties, and Responsibilities

• Demonstration of excellent customer service skills with frequent interaction with supported user base.
• Answer all incoming contact requests from supported users across multiple input methods.
• Use documentation, escalation points, and SOP's to resolve incidents for supported users.
• Work with and coordinate with onsite employees and third party support technicians to resolve on site visits for hardware/software issues.
• Assist customers via phone regarding status of active service desk incidents.
• Handle 24/7 weekly on-call support rotation as needed for team.
• Document interactions with employees and user base in ticketing platform according to team SOP's.
• Escalate as needed to team leadership.
• Deploy, provision, install and/or other hardware related duties as assigned by management.
• Train employees and user base in day to day hardware and software support needs.
• Train internally on an as-needed basis.
• Complete miscellaneous projects/duties as assigned by management.
• Other duties as determined by the needs of the business.

What You’ll Need

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Must be a self-starter who can work well with people at all levels both in and out of the Keefe Group organization and the correctional facility in a professional manner.
• Superior listening skills - Ability to listen carefully and understand a customer’s situation clearly in order to help them.
• Strong customer service skills - Ability to properly handle customer requests, concerns, etc. in a patient, helpful and professional manner.
• Strong interpersonal skills - Ability to create positive interactions with customers and peers.
• Strong written and oral communication skills.
• Ability to work independently or within a team to efficiently and effectively resolve customer concerns or issues.
• Ability to manage and prioritize multiple issues.
• Excellent organizational and time management skills.
• Ability to adapt easily to a constant changing environment.
• Understanding of basic computer/network concepts and experience in Microsoft Office applications including but not limited to MS Word, Excel, Power Point, and Outlook
• High call volume experience.

Benefits

We care about our employees and offer benefits that support your health, finances, and career growth.

• Medical, Dental & Vision Insurance
• 401(k) Retirement Plan with Company Match
• Paid Time Off (PTO)
• Tuition Reimbursement
• Paid Training
• Career Advancement Opportunities
• Life Insurance & AD&D Coverage
• Voluntary Benefits including Short-Term Disability, Long-Term Disability, Critical Illness, Accident Coverage, and more.

EEO Statement

Equal Employment Employer as to all protected groups, including protected veterans and individuals with disabilities.

We maintain a drug-free workplace.

A copy of our Privacy Policy and CA Employee Privacy Notice can be found here: https://tkcholdings.com/privacy-policy-108