IT Support Analyst II

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 TKC Holdings, Inc. offers comprehensive benefits to all regular‑full time employees: 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 TKC also understands the importance of work life balance and planning for the future. To help with both of these, employees are eligible for paid time off and a Company Match for the 401(k) Retirement Savings Plan. We now also offer DailyPay providing you immediate access to earned wages. 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: #J-18808-Ljbffr TKC Holdings