Technical Support Analyst II
About The Position
The American Red Cross is seeking a Technical Support Analyst based at its office at 1212 E California Rd, Fort Wayne, Indiana. 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 selected candidate works from the Red Cross office and must be able to travel within a 5-minute to 4-hour radius of the office up to 10–15% of the time. Standard hours are 8:00 a.m. to 5:00 p.m., Monday through Friday, on a 40-hour workweek. The role operates under remote supervision and requires judgment in diagnosing issues, analyzing data, and recommending solutions. Work may involve areas around blood, blood donation equipment, and plasma.
Requirements
- Bachelor’s degree required.
- 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, work independently, and meet deadlines.
- Ability to work on a team.
- Ability to understand customer requirements and apply appropriate technical expertise to meet business objectives.
- Authorized to work in the United States; employment visa sponsorship is not available.
- Able to travel 10–15% of the time within a 5-minute to 4-hour radius of the office.
- Ability to use a personal computer, applicable software, and office equipment for sustained periods.
- Operational flexibility to meet sudden and unpredictable needs.
Nice To Haves
- A degree in Information Systems, Computer Science, or a related field is preferred.
Responsibilities
- Respond to technical and user problems, using technical knowledge to troubleshoot and resolve issues.
- Provide escalated technical support for complex issues as needed.
- Install, troubleshoot, and repair software and/or equipment.
- 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.
- Review records and document reports of 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, activity reports, and progress reports concerning projects, tasks, and operations.
- Adhere to standard operations and policies and 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 per 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.
- Competitive compensation and benefits.
- Resources and perks to support career advancement and learning.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
