Summary

Welcome to Ryerson, where exceptional career opportunities await. As a leading provider of industrial metal products and services since 1842, we are committed to excellence and best-in-class customer service. Join our team and be a part of a legacy of excellence, where your contributions will be valued, and your development supported. Ryerson offers a dynamic, quality-focused, environment, ideal for advancing your career and making your mark in the metals industry.  

We are looking for a skilled Help Desk Analyst to join our IT team. You'll play a vital role in providing first-line technical assistance. This is your chance to help shape the next chapter of our story by providing hands-on technical expertise and collaborating across departments. You'll be part of a team that values problem-solving, innovation, and reliable service.

Roles and Responsibilities

• Serve as the primary point of contact throughout problem diagnosis, troubleshooting, and resolution
• Apply independent thinking and structured problem-solving to correlate events, identify root causes, and resolve issues efficiently
• Log all help desk interactions accurately and inform management of recurring problems, clearly distinguishing between isolated incidents and trends that require escalation
• Monitor the progress of support requests and ensure users are kept informed of status, next steps, and resolution
• Help ensure achievement of established Service Level Agreement (SLA) benchmarks
• Identify recurring issues and problem trends, escalate systemic problems when appropriate, and recommend system or process improvements based on user feedback
• Develop, contribute to, and maintain clear and concise knowledge base documentation and step-by-step “how-to” guides for technical staff and end users
• Assist users with a wide range of systems and tools, including ERP platforms, Microsoft Office applications, and data/voice network services
• Participate in cross-functional training, knowledge sharing, and continuous improvement efforts with peer analysts, IT Operations, developers, and other technical teams
• All other duties as assigned or duties, responsibilities, and activities may change at any time with or without notice 

Requirements

• High school diploma or GED required; associate or bachelor’s degree preferred
• One year of Help Desk experience, or equivalent self-directed training/experience with basic computer concepts
• Experience using an ITSM tool to track incidents, document updates, and communicate with users in a controlled workflow
• Experience with remote access tools such as TeamViewer and Remote Desktop Protocol (RDP)
• Experience working in a complex technical environment using tools for asset/inventory management, call queue monitoring, and incident management
• Experience working as part of a technical support team in a Help Desk/Service Desk environment
• Strong working knowledge of Windows 11, Microsoft 365 (Office apps), OneDrive, Teams, and SharePoint
• Willingness to work outside normal business hours as needed to support incidents, maintenance, and project work

Salary: $24.40-$36.60 per hour. A starting hourly rate higher than $24.40 is based on a level of experience and education that significantly exceeds the minimum requirements and is commensurate with the compensation scale. 

Ryerson offers eligible employees the following benefits:

• Medical, dental, and vision insurance programs
• Flexible spending accounts
• 401K plans with employer-matching contributions
• Tuition reimbursement
• Paid vacation, sick, and holidays

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