Analyst II, Help Desk

American Red Cross

4d

About The Position

Where Your Career Is a Force for Good Joining the American Red Cross is unlike any other professional experience. Here, your work becomes part of the world’s largest humanitarian network – a community of people who are exceptional yet humble, diverse yet united, and committed to improving lives every day. You’ll grow your career within a mission that matters, where success is measured in people helped, communities strengthened, and lives changed for the better. When you choose to be a force for good, you gain mentors who support your development, meaningful work that aligns with your values, and a workplace that respects who you are both on and off the clock. Troubleshoot and resolve routine to moderately complex technical problems in a call center/help desk environment. Use expertise in customer service and technical knowledge to provide support to end-users. Provide support, development and/or leadership guidance to all volunteers. Perform all duties and responsibilities in compliance with standard operating procedures and other applicable Federal, State and local regulations.

Requirements

• Bachelor's degree required.
• Minimum 2 years of related experience or equivalent combination of education and related experience required.
• Effective verbal and written communication skills to interact with technical and non-technical personnel.
• Ability to work on a team.

Responsibilities

• Triage phone calls and e-mail questions from computer users seeking guidance.
• Troubleshoot and resolve moderately complex technical problems applying subject-matter knowledge.
• Provide first-tier technical support to assist computer users with routine hardware and software questions.
• Receive, document, track user questions and/or problems.
• Assure timely response to questions and concerns.
• Adhere to standard operations and policies to provide effective customer service.
• Escalate issue to next level if unable to resolve within allotted timeframes.

Benefits

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 19 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees