IT Support Center Analyst

Ritchie Bros.; Lincoln (NE); On-site; USD 52,000 - 65,000; Full time

Job summary

RB Global is seeking an IT Support Centre Analyst in Lincoln, NE for an on-site role with potential hybrid rotation. The team provides 24x7 support for RB applications and IT infrastructure, handling level 1 and 2 incidents using our ITSM platform.

You will log, track and resolve issues, assist with escalations, and maintain effective communication with users while delivering excellent customer service. The role requires timely problem solving, documentation in the knowledge base, and

Qualifications

• IT-related education or ITIL certification required.
• Minimum 1 year experience in IT support or related customer service.
• Experience with Windows and Mac computer support preferred.
• Strong customer service and communication skills.

Responsibilities

• Respond to user requests for technical assistance via phone, email, or in person.
• Diagnose, advise, escalate or resolve hardware and software issues following procedures.
• Assist 3rd level escalation teams with RB application systems and infrastructure.
• Log and track incidents in the ITSM tool with clear details.
• Prioritize queues and monitor urgent incidents for quick resolution.
• Support RB safety commitments and teamwork.

Skills

Customer service

Phone etiquette

Problem solving

Communication

Multitasking

Team collaboration

Education

ITIL certification

IT-related education

Tools

Windows support

Mac support

Job description

About Us
RB Global (NYSE: RBA)
RB Global (NYSE: RBA) (TSX: RBA) is a leading, omnichannel marketplace that provides value-added insights, services and transaction solutions for buyers and sellers of commercial assets and vehicles worldwide. Through its auction sites in 13 countries and digital platform, RB Global serves customers in more than 170 countries across a variety of asset classes, including automotive, commercial transportation, construction, government surplus, lifting and material handling, energy, mining and agriculture.
The company’s marketplace brands include Ritchie Bros., the world’s largest auctioneer of commercial assets and vehicles offering online bidding, and IAA, a leading global digital marketplace connecting vehicle buyers and sellers. RB Global’s portfolio of brands also includes Rouse Services, which provides a complete end-to-end asset management, data-driven intelligence and performance benchmarking system; SmartEquip, an innovative technology platform that supports customers’ management of the equipment lifecycle and integrates parts procurement with both OEMs and dealers; Xcira, a leader in live simulcast auction technologies; and Veritread, an online marketplace for heavy haul transport.
RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed. Employees will also receive 15 days of PTO each year.
Job Description
We’re looking for a IT Support Centre Analyst in Lincoln, NE and is an on-site work position with the possibility of a future hybrid rotation.
The Opportunity
The IT Support Centre group provides support for the global Ritchie Bros. organization either directly in person, over the phone and during after hours on-call basis. Support is provided 24 X 7, services provided include call center services and support for RB applications and IT infrastructure systems.
The IT Support Centre Analyst is a key member of the Global IT Support team and provides tier 1 & 2 technology support. The IT Support Centre Analyst manages incidents relating to our in-house computer systems and our SaaS/Cloud platforms in an efficient and service focused manner. This role supports users via incoming calls to the Support Centre, electronically via our ITSM platform or in-person walk-ins. This role requires courteous, timely, and effective resolution of end user IT issues, maintaining an accurate record of incidents, troubleshooting difficult problems or redirecting to appropriate 3rd level resources.
In addition, this role will involve rotational shifts, overtime, occasional weekend and on-call work, in addition to lifting and transporting of moderately heavy objects, such as computers and peripherals and sitting for extended periods of time.
Responsibilities

• Effectively respond to user requests for technical assistance via support centre phone calls, electronically and/or in-person
• Diagnose, advise, escalate or resolve user technical hardware and software issues while adhering to our IT operations standard procedures
• Assist 3rd level escalation support teams in solving critical problems related to RB application systems, infrastructure and associated software products.
• Diligently log, track and monitor detailed information/issue resolutions on all IT Operations interactions using our ITSM tool
• Prioritize work queues and monitor urgent incidents to ensure expedient resolution
• Actively support the RB Unreserved Commitment to Safety: to send everyone home, every day, the way they came to work, by taking personal responsibility for your safety and safety of your team, co-workers and customers.

This Job Will Require You To

• Configure and test outgoing laptops, new system configurations, applications, etc.
• Investigate and use available knowledge bases to help troubleshoot and determine the correct solution
• Contribute information to our knowledge base on IT procedures, troubleshooting issues and incident resolution
• Pro-actively research and keep abreast of current updates related to IT technology
• Assist with IT project related work.

Qualifications
Here’s what you bring:

• IT-related education or industry certification (ITIL)
• Preferably a minimum of 1 year experience in IT support or related customer service position
• Functional knowledge of Windows and Mac computer support (preferred)
• A proven commitment to provide excellent customer service
• Excellent phone etiquette
• Excellent analytical problem resolution skills
• Excellent written and oral communication skills
• Excellent listening and interpersonal skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to communicate ideas to technical and non-technical audiences
• Ability to multi-task effectively in a fast-paced environment
• Highly organized and detail-oriented
• Logical & highly self-motivated / directed
• Experience working effectively in a team-oriented, collaborative environment.