Hybrid IT Help Desk Analyst

Ryan Companies US, Inc.; Minneapolis (MN); Hybrid; USD 52,000 - 66,000; Full time

Benefits offered by this job

Medical, Dental and Vision Benefits

Retirement Benefits

Flexible Spending Accounts (FSA)

Health Savings Accounts (HSA)

Life Insurance

Short-Term Disability

Long-Term Disability

Educational Assistance

Paid Time Off (PTO)

Employee Assistance Programs

ERGs

Job summary

Ryan Companies US, Inc. is seeking a Support Center Analyst to provide technical support to users across the organization. The role includes handling requests via multiple channels, triaging issues, and documenting work in Jira Service Management.

Occasional remote support supports a hybrid office environment spanning geographically dispersed locations. The position involves supporting enterprise software such as Windows, Mac OS, O365, Okta, SharePoint, Jamf, iOS and Android, as well as

Qualifications

• Associate's degree in a related field.
• 2+ years of experience in a computing-related field is preferred.
• Ability to explain technical concepts in non-technical terms to clients and staff.
• Strong customer service and interpersonal skills.
• Working knowledge of computers and common applications.

Responsibilities

• Monitor and respond to support requests via phone, walk-up, email, and self-service ticketing.
• Answer calls and respond to email intake in designated manner.
• Collaborate with internal teams and external groups to triage and troubleshoot issues, escalating when necessary.
• Track and document work in an ITSM tool (Jira Service Management).
• Work independently with minimal oversight.
• Provide support for conference room hardware and software maintenance and troubleshooting for larger meetings.
• Provide training to users and colleagues.
• Contribute to technical project work as assigned.

Skills

Customer service

Interpersonal skills

Communication

Problem solving

Ticketing system

Listening skills

Education

Associate's degree in a related field

Tools

Jira Service Management

Okta

SharePoint

Jamf

Microsoft 365 / O365

Job description

Ryan Companies US, Inc. is seeking a Support Center Analyst to provide technical support to users across the organization. The role includes handling requests via multiple channels, triaging issues, and documenting work in Jira Service Management.

Occasional remote support supports a hybrid office environment spanning geographically dispersed locations. The position involves supporting enterprise software such as Windows, Mac OS, O365, Okta, SharePoint, Jamf, iOS and Android, as well as