Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

IT Support Analyst -Level I

Expired Job

TKC Holdings Saint Louis , MO 63150

Posted 2 months ago

Job Title: IT Support Analyst (Level I)

Department: Technical Services

Reports To: Service Desk Team Lead


IT Support Analyst will provide excellent customer service through incoming phone calls to the Keefe Group IT Service Desk while assisting customers with routine incidents and routing tickets to appropriate teams.


  • Demonstration of excellent customer service skills with frequent customer interaction.

  • Will answer all incoming technical phone calls through the Keefe Group Service Desk and gather appropriate information; quickly gain the skill to interpret and differentiate incoming customer technical requests, questions, concerns, incidents and in turn have a strong knowledge and understanding of how to direct / expedite these requests onto the appropriate support teams to achieve resolution.

  • Use procedures, policy, knowledge base information, and other reference materials to provide incident resolution and closure for routine user problems; Route tickets for issues which cannot be resolved at Level 1 to the appropriate group.

  • Assist with coordination of third party support technicians via telephone and email to schedule on site visits for hardware/software issues.

  • Assist customers via phone regarding status of active service desk tickets.

  • Open / properly categorize tickets using Microsoft Dynamics CRM case management system for reported issues.

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

  • Escalate reported issues to the appropriate service desk tier / management for diagnosis and resolution.

  • Act as backup administrator for monitoring of the Keefe Group Service Desk email.

  • Train on an as-needed basis

  • Complete miscellaneous projects/duties as assigned by management


This job does not have supervisory responsibilities.


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.


  • Must pass background, credit, and drug checks

  • Must qualify for correctional facility security clearance.


While performing the duties of this job, the employee will often be required to stand, sit, use hands, talk and hear. The employee will occasionally be required to walk, reach, stoop and kneel. The employee will occasionally be required to lift up to 30 pounds.


While performing the duties of this job, the employee will not be exposed to any unusual environmental conditions. The noise level is generally moderate noise (examples: business office with computers and printers, light traffic).

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Enterprise Support Analyst

Bullhorn, Inc.

Posted 3 days ago

VIEW JOBS 11/16/2018 12:00:00 AM 2019-02-14T00:00 As our Enterprise Support Analyst, you will be involved in resolving highly complex technical and application related inquiries regarding the software product. Our Enterprise Support Analysts focus on building productive long-term relationships with strategic enterprise client accounts. You will be focused on solution optimization, improving client usage, and the introduction of best-practices. Our next training class begins on Monday, November 5. As an Enterprise Support Analyst, your typical day might include: * Analyzing root-cause application issues, identify their severity and propose fixes * Owning customer issues from initial report to resolution, communicating with customers regularly regarding issue status * Attending, and at times, coordinating bi-weekly calls with Bullhorn's top enterprise clients * Collaborating with other Support Analysts and Support Engineers to identify high priority issues and engage the Service Delivery, Software Engineering and Quality Engineering teams. * Escalating trouble tickets and priority issues to internal partners when necessary This job might be for you if you: * Love being the go-to person for enterprise-level accounts * Have 1-3 years of client/customer relations experience * Can hold your own with technical troubleshooting Bonus points for: * Experience with Java, SQL, HTML/CSS, JavaScript * API knowledge #LI-CR1 Bullhorn, Inc. Saint Louis MO

IT Support Analyst -Level I

Expired Job

TKC Holdings