Technical Support Analyst II

American Red Cross • Fort Wayne, IN

1d • Onsite

About The Position

The American Red Cross is seeking a Technical Support Analyst based at its Fort Wayne, Indiana office. The role installs, troubleshoots, and repairs software and/or equipment, and resolves routine to moderately complex network or application software problems for internal and external users. It also partners with and supports Red Cross IT End User Services volunteers.

The position is office-based at 1212 E California Rd, Fort Wayne, IN 46825, with travel within a radius of approximately five minutes to four hours from the office up to 10–15% of the time. The standard schedule is 8:00 a.m. to 5:00 p.m., Monday through Friday, for a 40-hour work week. The role works under remote supervision and calls for independent organization, management of competing priorities, and technical judgment in a fast-paced environment with limited supervision. Work may take place around blood, blood donation equipment, and plasma.

The starting hourly salary range is $24.00–$27.00. This role does not offer an annual bonus and is not eligible for relocation assistance. Candidates must be authorized to work in the United States; the American Red Cross does not sponsor employment visas.

Requirements

• Bachelor’s degree required; Information Systems, Computer Science, or a related field is preferred.
• At least 2 years of related experience, or an equivalent combination of education and related experience.
• Effective verbal and written communication skills.
• Ability to apply technical expertise to resolve problems.
• Ability to prioritize and execute tasks efficiently, balance multiple assignments, and work independently to achieve goals and meet deadlines.
• Ability to work on a team.
• Ability to understand customer requirements and apply appropriate technical expertise to meet business objectives.
• Must be authorized to work in the United States; employment visa sponsorship is not offered.
• Ability to travel 10–15% of the time within a radius of approximately five minutes to four hours from the Fort Wayne office.

Nice To Haves

• Information Systems, Computer Science, or a related field of study.

Responsibilities

• Install, troubleshoot, and repair software and/or equipment.
• Troubleshoot and resolve routine to moderately complex network or application software problems for internal and external users.
• Partner with and provide support to Red Cross IT End User Services volunteers.
• Respond to technical and user problems using technical knowledge to diagnose and resolve issues.
• Provide escalated technical support for complex issues as needed.
• Review records and document malfunctions, issues, maintenance, and organizational, procedural, and workflow plans and methods.
• Review, analyze, and evaluate technology and systems operations, and recommend improvements to efficiency and utilization.
• Prepare metrics and activity and progress reports regarding projects, tasks, and operations.
• Adhere to standard operations and policies.
• Ensure compliance with negotiated service level agreements.

Benefits

• Medical, dental, and vision plans.
• Health Spending Accounts and Flexible Spending Accounts.
• Paid time off starting at 9 days a year, based on job type and tenure.
• 11 paid holidays: six core holidays and five floating holidays.
• 401(k) with up to 6% match.
• Paid family leave.
• Employee assistance.
• Short- and long-term disability and insurance.
• Service awards and recognition.
• Mentors and opportunities to advance and learn.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level