Technical Support Analyst II

American Red Cross • Columbus, OH

2d • $29 - $30 • Onsite

About The Position

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 Columbus, Ohio. 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 for internal and external users. Will also partner with and provide support to Red Cross IT End User Services volunteers. Perform all duties and responsibilities in compliance with standard operating procedures and other applicable Federal, State and local regulations. The work location for this exciting opportunity is located at 995 E Broad St., Columbus, OH. 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 – Fridays.

Requirements

• 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.
• 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).
• 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 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.

Responsibilities

• 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.
• Provide training and guidance to other staff. Contribute expertise to projects.
• Scope: Individual contributor that works under limited supervision. Apply subject matter knowledge. Capacity to understand specific needs or requirements to apply skills/knowledge.

Benefits

• 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

What This Job Offers

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