Vending IT Support Analyst II

TKC Holdings is seeking an IT Support Analyst – Tier 2 in St. Louis, MO for an onsite role. In this position, you will support end users by responding to incoming requests, working routed incidents, participating in on-call coverage, and ensuring issues are documented and handled using established processes.

Key Responsibilities

• Deliver excellent customer service through frequent interaction with the supported user base.
• Answer incoming contact requests from supported users through multiple input methods.
• Resolve incidents by using documentation, escalation points, and SOPs.
• Coordinate with onsite employees and third-party support technicians to support on site visits for hardware and software issues.
• Provide callers with phone-based updates on the status of active service desk incidents.
• Participate in a weekly 24/7 on-call support rotation as needed.
• Document employee and user interactions in the ticketing platform in accordance with team SOPs.
• Escalate issues as needed to team leadership.
• Handle hardware-related duties such as deploying, provisioning, and installing equipment when assigned by management.
• Train employees and the user base on day-to-day hardware and software support needs, and support internal training on an as-needed basis.
• Complete miscellaneous projects and other duties as determined by management and business needs.

What You’ll Need

• Associate’s degree (A.A.) or equivalent, or 6 months to 1 year of related experience and/or training, or an equivalent combination of education and experience.
• Ability to read and interpret business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to present information and respond to questions from managers, clients, customers, and the general public.
• Ability to calculate figures and amounts, including discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply basic algebra and geometry concepts.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret a wide range of technical instructions in mathematical and diagram form and work with abstract and concrete variables.
• Must be a self-starter able to work professionally with people at all levels both in and out of the organization and the correctional facility.
• Strong listening skills to understand a customer’s situation clearly.
• Strong customer service, interpersonal, written, and oral communication skills.
• Ability to work independently or as part of a team, resolve customer concerns efficiently, and manage and prioritize multiple issues.
• Excellent organizational and time management skills, with the ability to adapt to a constantly changing environment.
• Understanding of basic computer/network concepts and experience with Microsoft Office applications including MS Word, Excel, PowerPoint, and Outlook.
• High call volume experience.

Technologies

• Microsoft Office, MS Word, Excel, PowerPoint, Outlook

Compensation

• Hourly wage: $24.04–33.65/hr
• Salary range (listed): USD 24–33 per hour

Benefits

• 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.

In addition to handling incoming phone calls and routed incidents, this role supports day-to-day hardware and software assistance, maintains accurate incident documentation, and includes escalation and training responsibilities as designated by management.