Technical Support Analyst II

American Red Cross; Baltimore (MD); On-site; USD 39,000 - 41,000; Full time

Benefits offered by this job

Medical, Dental Vision plans

Health Spending Accounts & Flexible SP

PTO: Starting at 9 days a year

Holidays: 11 paid holidays

401K with up to 6% match

Paid Family Leave

Employee Assistance Program

Disability and Insurance: Short + Long

Service Awards and recognition

Job summary

The American Red Cross in Maryland is seeking a Tech Support Analyst to install, troubleshoot, and repair software and equipment, and to support 24x7 operations for internal and external users. You will resolve routine to moderately complex problems, document issues, and provide guidance to volunteers.

A Bachelor’s degree and at least 2 years of related experience are required; strong communication and teamwork are essential.

Qualifications

• Education: Bachelor’s degree required or equivalent combination of education and related experience.
• Information Systems, Computer Science, or related field preferred.
• Experience: Minimum 2 years of related experience or equivalent combination of education and related experience.

Responsibilities

• Respond to user problems and provide escalated technical support as needed.
• Review records and document malfunctions, issues and maintenance.
• Review, analyze, and evaluate technology and systems operations and provide recommendations to improve efficiency.
• Prepare metrics, activity and progress reports regarding projects, tasks, and operations.

Skills

Effective communication

Technical troubleshooting

Task prioritization

Teamwork

Education

Bachelor's degree in Information Systems/Computer Science 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.

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. Support 24x7 operations for internal and external users. Provide support, development and/or leadership guidance to all Red Cross volunteers.

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.

What You Need To Succeed

• Education: Bachelor's degree required or equivalent combination of education and related experience 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.
• Management Experience: N/A
• 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: N/A

The salary range for this position is (Maryland): $28.50 - $30.

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 Program
• 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. 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, click here: Summary of Rights