Support Center Analyst

Ryan Companies US; Minneapolis (MN); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive Salary

Medical, Dental and Vision Benefits

Retirement and Savings Benefits

Flexible Spending and Health Savings

Life Insurance

Short-Term and Long-Term Disability

Educational Assistance

Paid Time Off (PTO)

Employee Assistance and Wellness

Family Planning & Parenting Benefits

Employee Discount Programs

Pet insurance

Charitable Donation Matching

Volunteer Time Off (VTO)

Employee Resource Groups (ERGs)

Job summary

Ryan Companies US is seeking a Support Center Analyst to assist users with technical support. The role requires occasional remote support to serve a hybrid office environment across geographically dispersed locations.

Responsibilities include handling requests through multiple channels, triaging issues, and documenting work in an ITSM tool. Training and collaboration with teams are part of the duties.

Qualifications

• Associate's degree in a related field.
• 2+ years experience in a computing-related field.
• Strong customer service and interpersonal skills.
• Ability to explain technical concepts to clients.
• Working knowledge of computers and common applications.
• Experience navigating IT ticketing systems.
• Clear communication across multiple media.

Responsibilities

• Monitor and respond to support requests via phone, walk-up, email, and self-service.
• Answer calls and respond to email intake in designated manner.
• Collaborate with internal and external groups to triage and troubleshoot issues.
• Track and document work in Jira Service Management.
• Provide support for conference room hardware and software.
• Provide training to users and colleagues.
• Contribute to technical project work as assigned.

Skills

Customer service

Interpersonal skills

Communication

Tech literacy

Education

Associate's degree

Tools

Jira Service Management

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.