Vending IT Support Analyst II

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

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.

• 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.

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.

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