Support Center 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

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.Some things you can expect to do: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 SalaryMedical, Dental and Vision BenefitsRetirement and Savings BenefitsFlexible Spending and Health Savings AccountsLife InsuranceShort-Term and Long-Term DisabilityEducational AssistancePaid Time Off (PTO)Employee Assistance and Wellness ProgramsFamily Planning & Parenting BenefitsEmployee Discount ProgramsPet insuranceCharitable Donation MatchingVolunteer 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.Notice to Candidates:Please be advised that initial outreach regarding employment at Ryan Companies will only occur via email from the domain @ryancompanies.com email address. If you recieve communication from someone you believe is impersonating Ryan Companies, please report it to us at [e-mail]-Solicitation Notice to Recruitment Agencies:Ryan Companies kindly requests that recruitment agencies and third-party recruiters do not submit unsolicited resumes or candidate information to any Ryan Companies employee or office. Ryan Companies will not be responsible for any fees or expenses associated with unsolicited submissions. If recruitment services are required, we will reach out directly to agencies on our approved vendor list. We appreciate your understanding and cooperation.Candidate Requirements:Associate's degree in a related field and/or2 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.