Lead Technical Support Representative-Phoenix

Position Summary

The Lead Technical Support IT Representative is responsible for onsite and remote technical support to end-users, troubleshoot hardware and software issues, and ensure smooth IT operations within the organization.

What will your job entail?

Job Responsibilities:

• Collaborate with a team to support over 10,000 users by providing technical assistance in person, via chat, and over the phone.

• Assist end users with a wide range of systems, including Microsoft Office, Adobe Acrobat, Windows 11, and various company-specific software and hardware.

• Deliver technical training to new hires and existing employees.

• Perform occasional travel and after-hours work for system maintenance or hardware/software installations.

• Support Systems Administrators in configuring and deploying software packages, servers, and hardware replacements.

• Coordinate with the Infrastructure team to identify, troubleshoot, and resolve technical service issues.

• Partner with application support teams to provide user feedback and insights on custom software solutions and implementations.

• Communicate with vendors regarding outages, fixes, and other technical concerns.

• Maintain accurate and up-to-date technical documentation for supported systems.

• Perform other related duties as assigned.

• Maintain a high level of technical knowledge and expertise, regularly updating skills through professional development activities.

• Ensure customer satisfaction through improving the quality of IT support services.

***ON-SITE 5 days a week in PHOENIX, AZ office***

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 hourly rate range for this position is $28.00 - $35.00 per hour.

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 [email protected]

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.