Support Center Analyst

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

Job Description

The Support Center Analyst is responsible for supporting Ryan users requiring technical support. Occasional remote support is required to serve hybrid office work and geographically dispersed locations.

• 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.

Eligibility

Position requires verification of employment to work in the U.S.

Benefits

• Competitive Salary
• Medical, Dental and Vision Benefits
• Retirement and Savings Benefits
• Flexible Spending and Health Savings Accounts
• Life Insurance
• Short-Term and Long-Term Disability
• Educational Assistance
• Paid Time Off (PTO)
• Employee Assistance and Wellness Programs
• Family Planning & Parenting Benefits
• Employee Discount Programs
• Pet insurance
• Charitable Donation Matching
• Volunteer Time Off (VTO)
• Employee Resource Groups (ERGs)

Disclaimer

Eligibility may vary based on factors such as role, hours worked, employment status, length of service, location, and other considerations. Detailed information will be shared with eligible candidates during the hiring process, and the official terms and conditions will be outlined in each individual offer document. Ryan Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Candidate Requirements

• Associate's degree in a related field and/or 2 years or more experience in a computing-related field.
• Strong customer service skills.
• Strong interpersonal skills.
• Working knowledge of computers and computer applications.
• Clearly conveying and receiving information and ideas through a variety of media to individuals or groups.
• 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.

With more than 80 years in business and 17 offices (and growing!), Ryan offers comprehensive commercial real estate solutions to customers across the US. We bring a collaborative, relationship-driven approach to delivering spaces where people thrive and businesses succeed.

Join a company with an outstanding culture and competitive benefits.

At Ryan, we don't just build buildings - we build stories.

Ryan Companies US, Inc. is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, ethnicity, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, ancestry, protected veteran or disability status, age, or any other characteristic protected by law.

View your Know your Rights poster

If we can help accommodate a disability during any portion of the application or hiring process, please email [e-mail].

Reasonable accommodations will be determined on a case-by-case basis.