Position Summary

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:
Bachelors 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 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 expressionsexual orientation and many other characteristics bring together varied perspectives and add value to the service we provide our clients trading partnersand 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 addition to paid time off for company holidays vacation sick and personal days Ryan offers paid parental leave mental health services and more.

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 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

The above is intended to describe this jobs general requirements. It is not to be construed as an exhaustive statement of duties responsibilities or physical requirements. Nothing in this job description restricts managements 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.