Hybrid IT Support Specialist | Windows/Mac & Training

Ryan Companies US Inc; Minneapolis (MN); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental and Vision Benefits

Retirement Benefits

Paid Time Off (PTO)

Flexible Spending and Health Savings

Job summary

Ryan Companies US, Inc. is seeking a Support Center Analyst to assist users with IT support across Windows, Mac OS, O365, Okta, SharePoint, Jamf, and mobile devices. The role involves coordinating with internal teams and external groups, triaging issues, and documenting work in Jira Service Management.

Occasional remote support supports a hybrid office model serving geographically dispersed locations. The position emphasizes strong customer service, clear communication, and the ability to work

Qualifications

• Associate's degree in related field and/or 2+ years experience in a computing-related field.
• Strong customer service skills.
• Strong interpersonal skills.
• Working knowledge of computers and computer applications.
• Explain technical concepts in non-technical terms to clients and staff.
• Interacting with others in a way that gives them confidence in one's intentions and those of the organization.
• Ability to search knowledge articles, obtain and enter customer information and navigate through IT ticketing system.
• Good listening skills and the ability to learn quickly and apply themselves.

Responsibilities

• Monitor and respond to support requests through phone, walk-up, email, and self-service ticketing.
• Answer calls and respond to email intake in designated manner.
• Collaborate with internal team members, and external groups to triage and troubleshoot issues, escalating when necessary.
• Track and document work performed in an ITSM tool (Atlassian Jira Service Management).
• Work independently with minimal oversight.
• Support enterprise software including Microsoft Windows, Mac OS, O365, Okta, SharePoint, Jamf, Apple iOS and Android.
• Provide support for conference room hardware and software maintenance, assistance setting up and troubleshooting for larger meetings.
• Provide training to both users and colleagues.
• Contribute to technical project work as assigned.

Skills

Customer service

Interpersonal skills

Computing knowledge

Clear communication

Listening skills

Education

Associate's degree in related field

Tools

Jira Service Management

Job description

Ryan Companies US, Inc. is seeking a Support Center Analyst to assist users with IT support across Windows, Mac OS, O365, Okta, SharePoint, Jamf, and mobile devices. The role involves coordinating with internal teams and external groups, triaging issues, and documenting work in Jira Service Management.

Occasional remote support supports a hybrid office model serving geographically dispersed locations. The position emphasizes strong customer service, clear communication, and the ability to work