Support Center Analyst I

Job Description:

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.

Some things you are expected to have:

• 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.

Compensation:

The annual base pay is $60,000 - $81,000. The base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills and abilities.

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

• Parenting Benefits

• Employee Discount Programs

• Pet insurance

• Ryan Foundation - charitable matching funds

• Paid Time for Volunteer Events

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.

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.