Position Summary
The Technical Support Analyst is responsible for troubleshooting and resolving issues with modern networks, switches, routers, firewalls, and wireless technologies. The role ensures continuous improvement of customer service by driving initiatives for increased first-call resolution and implementing enhancements in technical support processes. They maintain accurate documentation, perform ticket reviews, manage the RMA process, and provide subject matter expertise and support across IT departments.
What will your job entail?
Job Responsibilities:
• Troubleshoots modern networks, switches, routers, firewalls, and wireless technologies.
• Provides resolutions to problems, recommend corrective actions for recurring issues, and escalate complex problems to appropriate support tiers when necessary.
• Ensures continuous enhancement of the customer service experience, driving initiatives to increase first-call resolution, and implementing improvements in technical support processes for the company.
• Maintains accurate documentation of technical issues, resolutions, and procedures, and recommendations for preventing future occurrences, contributing to continuous improvement.
• Performs ticket reviews verifying categorization, accurate ticket documentation, and identifies areas for first call resolution.
• Delegates hardware installation, deployment, and/or replacement work to technicians.
• Participates in Disaster Recovery tests and activities and consults with Business Units needing technical guidance and/or requirements.
• Handles the Return Merchandise Authorization (RMA) process and support equipment procurement, ensuring compliance with IT policies and standards.
• Provides subject matter expertise, training, technical assistance, and support to the IT Help Desk, project teams, and other IT departments.
Work Experience and Education:
· Bachelor’s degree in Computer Science or a related field with a minimum of 6 months of related experience.
· Experience with Exchange, Microsoft Products, Active Directory
Licenses & Certifications:
· Cisco Certified Network Associate (CCNA), or CompTIA A+ is preferred.
- *****Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time*****
Ryan Specialty is an Equal Opportunity Employer. We are committed to building and sustaining a diverse workforce throughout the organization. Our vision is an inclusive and equitable workplace where all employees are valued for and evaluated on their performance and contributions. Differences in race, creed, color, religious beliefs, physical or mental capabilities, gender identity or expression, sexual orientation, and many other characteristics bring together varied perspectives and add value to the service we provide our clients, trading partners, and communities. This policy extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, discipline, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms, conditions, and benefits of employment.
How We Support Our Teammates
Ryan Specialty seeks to offer our employees a comprehensive and best-in-class benefits package that helps them — and their family members — achieve their physical, financial, and emotional well-being goals. In addition to paid time off for company holidays, vacation, sick and personal days, Ryan offers paid parental leave, mental health services and more.
The target salary range for this position is $62,000.00 - $70,000.00 annually.
The wage range for this role considers many factors, such as training, transferable skills, work experience, licensure and certification, business needs, and market demands. The pay range is subject to change and may be modified in the future. Full-time roles are eligible for bonuses and benefits. For additional information on Ryan Specialty Total Rewards, visit our website https://benefits.ryansg.com/.
We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation at HR@Ryansg.com
The above is intended to describe this job's general requirements. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
