IT Support Analyst I – Service Desk

Job overview

The IT Support Analyst I – Service Desk role is onsite in Saint Louis, Missouri. Compensation is not specified. The role supports the Keefe Group Service Desk within TKC Holdings, a company serving the corrections and hospitality industries. The analyst handles incoming technical requests, resolves routine user issues when possible, and routes or escalates other tickets to the appropriate support teams. Through customer communication, accurate case documentation, and coordination with third-party technicians, the role helps move service requests toward resolution.

What you'll do

• Answer incoming technical calls through the Keefe Group Service Desk
• gather and interpret request details
• resolve routine user problems using procedures and knowledge-base materials
• route unresolved issues to appropriate support groups
• coordinate third-party technician visits
• provide ticket-status updates
• open and categorize cases in Microsoft Dynamics CRM
• document customer interactions and follow up
• escalate issues
• serve as backup administrator for the service desk email
• train as needed and complete assigned projects.

What we're looking for

Skills & competencies

it support analyst i

full-time

service desk

technical support

customer service

ticket routing

microsoft dynamics crm

saint louis mo

tkc holdings

microsoft office

high call volume

Work arrangement

• Weekend coverage required

Why this role

Supports a high-volume service desk and requires strong listening, customer service, organization, and basic computer and network knowledge.

About the employer

TKC Holdings is hiring for this role. Industry: Facilities Support Services. Sector: 56.