Field Technical Support Analyst

American Red Cross; Nashville (TN); On-site; USD 39,000 - 43,000; Full time

Benefits offered by this job

Medical/Dental/Vision

HSA/FSA

Paid PTO

Holidays

401K match

Paid Family Leave

Employee Assistance

Disability Insurance

Service Awards

Job summary

The American Red Cross is seeking a Tech Support Analyst in Nashville, TN. The role installs, troubleshoots, and repairs software and hardware and collaborates with IT End User Services volunteers. Travel within a 5 minute to 4 hour radius is expected up to 10–15% around the Nashville office at 2201 Charlotte Ave.

Work hours are 8:00–5:00, 40 hours per week, with a focus on providing reliable end-user support and maintaining high service quality in a fast-paced humanitarian environment.

Qualifications

• Bachelor's degree in Information Systems, Computer Science, or related field.
• Minimum 2 years of related experience or equivalent.
• Effective verbal and written communication skills; ability to prioritize and work in a team.

Responsibilities

• Respond to technical and user problems and provide escalated support as needed.
• Review records and document malfunctions, issues, and maintenance activities.
• Analyze technology operations and recommend improvements for efficiency and utilization.
• Prepare reports on projects, tasks, and operations.
• Adhere to SLAs and provide training to staff.

Skills

Technical support

Networking basics

Customer service

Communication

Teamwork

Time management

Education

Bachelor's degree in IS/CS or related field

Job description

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By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network?

Join us-Where your Career is a Force for Good!

Job Description:

WHY CHOOSE US?

Joining The American Red Cross is like nothing else - it's as much something you feel as something you do. You become a vital part of the world's largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

When you choose to be a force for good, you'll have mentors who empower your growth along a purposeful career path. You align your life's work with an ongoing mission that's bigger than all of us. As you care for others, you're cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

WHAT YOU NEED TO KNOW ABOUT THE JOB

The American Red Cross is seeking a Tech Support Analyst based in Nashville, TN.

The Tech Support Analyst will install, troubleshoot, and repair software and/or equipment. The Tech Support Analyst will solve user's routine to moderately complex problems with network or applications software for internal and external users. Will also partner with and provide support to Red Cross IT End User Services volunteers.

The work location for this exciting opportunity is located at 2201 Charlotte Ave, Nashville, TN 37203.

The selected candidate will work from this Red Cross office and need to be able to travel within a 5 minute to 4 hour radius of the office up to 10% -15% of the time. Standard work hours are 8:00 - 5:00pm. We work a 40 hour work week schedule, Monday - Fridays.

WHERE YOUR CAREER IS A FORCE FOR GOOD

• Respond to technical and/or user problems utilizing technical knowledge to troubleshoot and resolve issues. Provide escalated technical support for complex issues as needed.
• Review records and document reports of malfunctions, issues and maintenance as well as organizational, procedural, and workflow plans and methods.
• Review, analyze, and evaluate technology and systems operations and provide recommendations to improve efficiency and utilization.
• Prepare metrics, activity and progress reports regarding projects, tasks, and operations
• Adhere to standard operations and policies. Ensure compliance with negotiated service level agreements.
• Provide training and guidance to other staff. Contribute expertise to projects.

Scope: Individual contributor that works under limited supervision. Apply subject matter knowledge.

Qualified candidates must be authorized to work in the United States. The American Red Cross does not sponsor employment visas.

WHAT YOU NEED TO SUCCEED

• Bachelor's degree required. Information Systems, Computer Science, or related field preferred.
• Experience: Minimum 2 years of related experience or equivalent combination of education and related experience required.
• Skills & Abilities: Effective verbal and written communication skills. Ability to apply technical expertise to resolve problems. Ability to effectively prioritize and execute tasks efficiently. Ability to work on a team.
• Travel: 10-15%

Combination of candidate's education and general experience satisfies requirements so long as the total years equate to description's minimum education and general experience years combined (Management experience cannot be substituted).

Physical Requirements: Physical requirements are those present in normal office environment conditions. Operational flexibility is required to meet sudden and unpredictable needs. Ability to use a computer, applicable software, and office equipment for sustained periods of time. May include sitting for long periods of time, driving a vehicle, and working under challenging conditions.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.

Compensation:

The starting hourly salary range for this position is $28.00 - $31.00. We do not offer an annual bonus for this role.

This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded.

This role is not eligible for relocation assistance.

Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role.

BENEFITS FOR YOU

• Medical, Dental, & Vision Plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 9 days a year; based on type of job and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with up to 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition

The American Red Cross is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws.

AmeriCorps, the federal agency that brings people together through service, and its partners - the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance - launched Employers of National Service to connect national service alumni with opportunities in the workforce. The American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.

Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

To view the EEOC Summary of Rights, Summary of Rights.