IT Support Center Analyst

RB Global Inc.; Lincoln (NE); On-site; USD 48,000 - 70,000; Full time

Benefits offered by this job

401k match

PTO 15 days

Medical insurance

Dental insurance

Vision insurance

Life insurance

On-site parking

Job summary

RB Global Lincoln, NE is seeking an IT Support Centre Analyst to provide tier 1 & 2 technical assistance in a on-site role with potential hybrid rotation in the future.

You will handle incidents via phone, ITSM, and in-person visits, support Windows and Mac, and collaborate with 3rd level teams while maintaining accurate records. The role requires strong customer service, communication, and the ability to multi-task in a fast-paced environment.

Qualifications

• IT-related education or ITIL certification.
• Preferably 1 year in IT support or related customer service.
• Windows and Mac computer support knowledge preferred.
• Proven commitment to excellent customer service.
• Excellent phone etiquette and communication skills.
• Strong analytical problem-solving abilities.
• Excellent written and oral communication skills.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Ability to communicate complex ideas to technical and non-technical audiences.
• Able to multi-task in a fast-paced setting and stay organized.

Responsibilities

• Respond to user requests for technical assistance via support centre, phone, email, or in-person.
• Diagnose, advise, escalate or resolve hardware and software issues per procedures.
• Assist 3rd level escalation teams with critical RB application/system problems.
• Log, track and monitor resolutions in the ITSM tool with detailed records.
• Prioritize work queues and monitor incidents for expedient resolution.
• Support RB safety commitments and maintain personal and team safety.
• Configure and test outgoing laptops and new system configurations.
• Investigate knowledge bases to troubleshoot and determine solutions.
• Contribute IT procedures and troubleshooting articles to the knowledge base.
• Research IT updates and participate in project-related work as needed.

Skills

ITIL

IT support

Windows

Mac

Customer service

Communication

Analytical problem resolution

Multitasking

Team collaboration

High-pressure environment

Education

ITIL certification

Tools

ITSM platform

Remote support tools

Job description

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.

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.

Responsibilities

In this role you’ll:

• 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.

Employer

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.

EEO Information

Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted.