Support Center Analyst

Ryan Companies Inc.; Minneapolis (MN); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental and Vision Benefits

Retirement and Savings Benefits

PTO and Paid Time Off

Wellness Programs

Educational Assistance

Job summary

Ryan Companies Inc. is seeking a Support Center Analyst to assist users with technical issues and to support hybrid office environments across dispersed locations.

You will handle phone, email, walk-up, and self-service tickets, triage issues, and coordinate with internal teams to resolve problems. You will work with enterprise software such as Windows, O365, Okta, SharePoint, Jamf and mobile platforms, and help train users while maintaining documentation in Jira Service Management.

Qualifications

• Associate's degree in a related field or 2+ years in computing.
• Strong customer service and interpersonal skills.
• Ability to explain technical concepts in plain terms.
• Proficient with computers and common applications.
• Experience navigating IT ticketing systems and knowledge bases.
• Effective listening and quick learner.

Responsibilities

• Monitor and respond to support requests via phone, walk-up, email, and self-service.
• Triage and troubleshoot issues, escalating when needed.
• Document work in ITSM tool and track case status.
• Provide training to users and colleagues.
• Support conference room hardware and software for meetings.

Skills

Customer service

Interpersonal skills

Tech communication

Computer literacy

Active listening

Knowledge base

Education

Associate degree

Tools

Jira Service Management

Job description

Support Center Analyst### Support Center AnalystApply: On-Site: Minneapolis: Full time: Posted Today: R-102311**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 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. **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]**Non-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/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.### About UsWith 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.