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TKC Holdings, Inc. · 1 day ago

IT Support Analyst I

St Louis, MO

Full-time

Onsite

New Grad, Entry Level

0+ years exp

TKC Holdings, Inc. is a respected leader in the corrections and hospitality industries. The IT Support Analyst - Tier 1 will provide excellent customer service through incoming phone calls to the Keefe Group Service Desk while assisting customers with routine incidents and routing incidents to appropriate teams.

ElectronicsFood and BeverageHospitality

Responsibilities

Demonstration of excellent customer service skills with frequent interaction with supported user base

Answer all incoming contact requests from supported user base across multiple input methods

Gather the appropriate information in interactions with supported users and if unable to resolve, route to the appropriate team using defined SOP’s

Assist with coordination of employees and third party support technicians to schedule on site visits for hardware/software issues

Assist customers via phone regarding status of active service desk incidents

Open / properly categorize incidents using ticketing application - reviewing for open projects and duplicate tickets that have already been created

Document detail of customer interactions accordingly and provide follow up as needed

Escalate reported issues to the appropriate IT Support Analyst and/or management for diagnosis and resolution

Cover multiple customer facing input methods for incident creation, including but not limited to a customer facing email mailbox, phones, and application auto-created incidents

Train on an as-needed basis

Deploy, provision, install and/or other hardware related duties as assigned by management

Complete miscellaneous projects/duties as assigned by management or needed by the business

Other duties as assigned

Qualification

Customer service skillsMicrosoft OfficeTechnical instructions interpretationProblem-solvingHigh call volume experienceInterpersonal skillsWritten communicationOral communicationOrganizational skillsTime managementAdaptability

Required

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

Medical w/prescription coverage

Benefit Credit received when enrolled in a TKC medical plan, to help offset your benefit costs. Benefit Credit of $750 annually, will be divided evenly among your paychecks throughout the Plan Year.

Dental

Vision

Basic Life and Basic Accidental Death and Dismemberment Insurance

Voluntary benefits (i.e. short term, long term disability and many more) options may be selected to create the right package for you

Paid time off

Company Match for the 401(k) Retirement Savings Plan

DailyPay providing you immediate access to earned wages