Help Desk Analyst

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
  
  

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex (including gender identity, sexual orientation or preference, and pregnancy), age, national origin, religion, disability or genetic information, marital status, status as a veteran, or any other federal, state or local protected class or artificial barrier.