IT Service Desk Analyst

American Red Cross • Statewide, IL, IL

1d • $23 - $26

About The Position

In this role you will 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. 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. This is an individual contributor role that works under limited supervision. Apply technical subject matter knowledge. Capacity to understand specific needs or requirements to apply skills/knowledge.

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 15 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