IT Support Center Analyst

IT Support Centre Analyst

We're looking for an IT Support Centre Analyst in Lincoln, NE and is an on-site work position with the possibility of a future hybrid rotation.

The Opportunity:

The IT Support Centre group provides support for the global Ritchie Bros. organization either directly in person, over the phone and during after hours on-call basis. Support is provided 24 X 7, services provided include call center services and support for RB applications and IT infrastructure systems.

The IT Support Centre Analyst is a key member of the Global IT Support team and provides tier 1 & 2 technology support. The IT Support Centre Analyst manages incidents relating to our in-house computer systems and our SaaS/Cloud platforms in an efficient and service focused manner. This role supports users via incoming calls to the Support Centre, electronically via our ITSM platform or in-person walk-ins.

This role requires courteous, timely, and effective resolution of end user IT issues, maintaining an accurate record of incidents, troubleshooting difficult problems or redirecting to appropriate 3rd level resources.

In addition, this role will involve rotational shifts, overtime, occasional weekend and on-call work, in addition to lifting and transporting of moderately heavy objects, such as computers and peripherals and sitting for extended periods of time.

In this role you'll:

· Effectively respond to user requests for technical assistance via support centre phone calls, electronically and/or in-person

· Diagnose, advise, escalate or resolve user technical hardware and software issues while adhering to our IT operations standard procedures

· Assist 3rd level escalation support teams in solving critical problems related to RB application systems, infrastructure and associated software products.

· Diligently log, track and monitor detailed information/issue resolutions on all IT Operations interactions using our ITSM tool

· Prioritize work queues and monitor urgent incidents to ensure expedient resolution

This job will require you to:

· Configure and test outgoing laptops, new system configurations, applications, etc.

· Investigate and use available knowledge bases to help troubleshoot and determine the correct solution

· Contribute information to our knowledge base on IT procedures, troubleshooting issues and incident resolution

· Pro-actively research and keep abreast of current updates related to IT technology

· Assist with IT project related work.

Here's what you bring:

· IT-related education or industry certification (ITIL)

· Preferably a minimum of 1 year experience in IT support or related customer service position

· Functional knowledge of Windows and Mac computer support (preferred)

· A proven commitment to provide excellent customer service

· Excellent phone etiquette

· Excellent analytical problem resolution skills

· Excellent written and oral communication skills

· Excellent listening and interpersonal skills

· Ability to effectively prioritize and execute tasks in a high-pressure environment

· Ability to communicate ideas to technical and non-technical audiences

· Ability to multi-task effectively in a fast-paced environment

· Highly organized and detail-oriented

· Logical & highly self-motivated / directed

· Experience working effectively in a team-oriented, collaborative environment.

• Job Identification 10829
• Posting Date 07/23/2026, 08:44 PM
• Locations 4000 Pine Lake Rd, Lincoln, NE, 68516, US (On-site)
• Degree Level No Formal Education
• Job Schedule Full time
• Minimum Salary $25.18
• Maximum Salary $31.47