Technical Support Analyst

Job DescriptionJob Description

Education

Associate degree or equivalent job experience

Licensure / Certification

Valid driver’s license and auto insurance

Experience

1–3 years’ experience in a business environment

Demonstrated experience with Microsoft 365, Microsoft Exchange, Active Directory, Cisco Meraki, SharePoint, and OneDrive

Experience / Skills

Meets KVC requirements for insurance

Willingness to be trained and continue developing technical skills, including travel as required

Ability to work across multiple site locations and corporate offices regularly

Strong communication skills with the ability to adjust technical for different audiences

Team-oriented, collaborative approach

Proactive and self-motivated with strong initiative

Solid technical and functional expertise

Resourcefulness in problem-solving and troubleshooting; ability to clearly document and communicate solutions (email, ticketing, or verbal)

Customer-focused with a commitment to continuous service improvement

Strong critical thinking and analytical skills

Personal accountability for outcomes

Hybrid – onsite / in office, remote and travel to numerous Missouri locations

Other duties as assigned

Position Summary

The Tier 2 Technical Support Analyst is responsible for advanced troubleshooting and issue resolution, particularly for incidents escalated from Tier 1 support. This role serves as the primary point of contact for technical issues within an assigned region while also providing remote support across the agency.

Key responsibilities include supporting a wide range of technologies, documenting and assessing problems, resolving issues independently or escalating as needed, performing regular maintenance tasks, and assisting with technical projects. This position requires regular onsite travel to offices, agencies, corporate headquarters, and other sites.

KVC employees are expected to uphold organizational values :

The heart of our work is helping people.

Our character is built on authenticity and compassion.

Family connection drives our culture.

Collaboration fuels our improvement.

Urgency and innovation mark our approach.

Diverse perspectives are key to our progress.

Additionally, employees are expected to be role models for children and families, remain solutions-focused, and build upon individual and team strengths. Staff must also maintain knowledge of, and adhere to, all company policies and procedures.

Physical Requirements

Regularly required to stand, walk, talk, hear, and occasionally taste or smell

Frequently required to use hands, reach with arms, climb, balance, stoop, kneel, crouch, or crawl

Occasionally required to sit for intermittent periods

Must regularly lift and / or move up to 10 lbs., frequently up to 25 lbs., and occasionally up to 75 lbs.

Specific vision abilities include close, distance, , peripheral vision, depth perception, and the ability to adjust focus

Work Environment

Occasional exposure to outdoor weather conditions

Moderate noise level

Confidentiality

All KVC personnel are responsible for maintaining the confidentiality of information related to KVC clients, client families, staff, and operations. A signed confidentiality or non-disclosure agreement may be required.