Technical Support Analyst II

American Red Cross; Fort Wayne (IN); On-site; USD 33,000 - 37,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Plans

401K with match

Paid time off

Job summary

The American Red Cross in Fort Wayne, IN, is seeking a Tech Support Analyst to install, troubleshoot, and repair software and hardware for internal and external users. The role requires travel within a small radius and promises a 40-hour work week with standard hours of 8:00–5:00.

Qualified candidates must have a bachelor's degree in IS/CS or related field and at least 2 years of experience, with strong communication skills and the ability to work independently in a fast-paced environment.

Qualifications

• Bachelor's degree in IS, CS, or related field.
• Minimum 2 years of related experience.
• Strong verbal and written communication.

Responsibilities

• Provide escalated technical support as needed.
• Troubleshoot software and hardware issues.
• Document issues and track through SLAs.
• Collaborate with IT End User Services volunteers.

Skills

Technical support

Troubleshooting

Communication skills

Education

Bachelor's degree in IS/CS

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 Fort Wayne, IN. In this role, you will install, troubleshoot, and repair software and/or equipment. You will also solve user's routine to moderately complex problems with network or applications software for internal and external users. This role 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 1212 E California Rd, Fort Wayne, IN 46825. 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 – Friday.

The ideal candidate is a self-motivated professional who can effectively manage competing priorities, organize work independently, and apply technical expertise to achieve objectives in a fast-paced environment with limited supervision.

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.
• This role will work under remote supervision. You will exercise judgment in diagnosing issues, analyzing data, and recommending solutions.
• You will be working in areas around blood, blood donation equipment and plasma.

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.
• Demonstrates the ability to understand customer requirements and apply appropriate technical expertise to meet business objectives.
• Ability to effectively prioritize tasks, balance multiple assignments, and work independently to achieve goals and meet deadlines.
• 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).

Compensation

The starting hourly salary range for this position is $24.00 - $27.00/hr. 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.

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 personal 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.

Benefits For You

We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work, retirement, getting healthy and more. With our resources and perks, you have amazing possibilities at the American Red Cross to advance and learn.

• 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. 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