Technical Support Analyst II

The American National Red Cross; Baltimore, Northern (MD, KY); Hybrid; USD 39,000 - 41,000; Full time

Benefits offered by this job

Medical, Dental, Vision

HSA & FSA

PTO 9 days

11 paid holidays

401K with 6% match

Paid Family Leave

EAP

Disability Insurance

Job summary

The American Red Cross in Baltimore, MD is seeking a Tech Support Analyst to provide on-site IT support at our Mount Hope Drive office and travel to nearby Maryland/DC locations as needed.

Responsibilities include installing and troubleshooting software and hardware, supporting 24x7 operations, and delivering effective technical guidance to volunteers and staff. A bachelor's degree and 2+ years of related experience are required.

Qualifications

• Bachelor's degree required or equivalent combination of education and related experience.
• Information Systems, Computer Science, or related field preferred.

Responsibilities

• Install, troubleshoot, and repair software and/or equipment.
• Support 24x7 operations for internal and external users.
• Provide escalated technical support for complex issues as needed.
• Review records and document malfunctions, issues and maintenance.
• Prepare metrics and progress reports for projects and operations.
• Adhere to standard operations and policies and SLAs.

Skills

Effective communication

Problem solving

Team collaboration

Education

Bachelor's degree

Job description

**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.***Where Your Career is a Force for Good!***The American Red Cross is seeking a Tech Support Analyst to based in Baltimore, MD.***This is an onsite/in office role in our office at 4700 Mount Hope Drive, Baltimore, MD 21215. You will travel to other locations in the Maryland and DC area to provide IT support as needed.*****WHAT YOU NEED TO KNOW:**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:***As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive package includes:* 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## ## ***Apply now! Joining our team will provide you with the opportunity to***## ***make your career a force for good!****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.*