IT Support Center Analyst

RB Global (NYSE: RBA) (TSX: RBA) is a leading, omnichannel marketplace that provides value-added insights, services, and transaction solutions for buyers and sellers of commercial assets and vehicles worldwide. Through its auction sites in 13 countries and digital platform, RB Global serves customers in more than 170 countries across asset classes including automotive, commercial transportation, construction, government surplus, lifting and material handling, energy, mining, and agriculture. Marketplace brands include Ritchie Bros., IAA, Rouse Services, SmartEquip, Xcira, and Veritread.

About the role

The IT Support Centre group provides 24/7 global support for Ritchie Bros. either in person, over the phone, or during after-hours on-call. This on-site position in Lincoln, NE may transition to a hybrid rotation in the future. The IT Support Centre Analyst is a key member of the Global IT Support team, delivering tier 1 & 2 technology support for in-house computer systems and SaaS/Cloud platforms. Support is provided via incoming calls, the ITSM platform, or in-person walk-ins.

This role involves rotational shifts, overtime, occasional weekend and on-call work, as well as lifting and transporting moderately heavy objects (e.g., computers and peripherals) and sitting for extended periods.

Responsibilities

• Respond to user requests for technical assistance via phone, electronically, or in-person.
• Diagnose, advise, escalate, or resolve user technical hardware and software issues while adhering to IT operations standard procedures.
• Assist 3rd level escalation support teams in solving critical problems related to RB application systems, infrastructure, and associated software products.
• Log, track, and monitor detailed information and issue resolutions for all IT Operations interactions using the ITSM tool.
• Prioritize work queues and monitor urgent incidents to ensure expedient resolution.
• Actively support the RB Unreserved Commitment to Safety by taking personal responsibility for safety.
• Configure and test outgoing laptops, new system configurations, and applications.
• Investigate and use available knowledge bases to troubleshoot and determine solutions.
• Contribute information to the knowledge base on IT procedures, troubleshooting, and incident resolution.
• Proactively research and stay updated on current IT technology.
• Assist with IT project-related work.

Requirements

• IT-related education or industry certification (e.g., ITIL).
• Minimum of 1 year of experience in IT support or related customer service (preferred).
• Functional knowledge of Windows and Mac computer support.
• Proven commitment to excellent customer service.
• Excellent phone etiquette, analytical problem-solving, and communication skills (written and oral).
• Strong listening and interpersonal skills.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Ability to communicate effectively with technical and non-technical audiences.
• Ability to multi-task in a fast-paced environment.
• Highly organized, detail-oriented, logical, and self-motivated.
• Experience working effectively in a team-oriented, collaborative environment.

Benefits

• Medical, dental, and vision insurance.
• Basic life insurance.
• 401k plan with 100% company match for the first 4% contributed.
• 15 days of PTO per year.