Technical Support Analyst II

American Red Cross • Peoria, IL

1d • $27 - $30 • Onsite

About The Position

The Analyst II serves as a vital bridge between business operations and IT, responsible for installing, troubleshooting, and repairing software and/or equipment. Solve user's routine to moderately complex problems with network or applications software. Provide support, development and/or leadership guidance to all volunteers. The work location for this exciting opportunity is located at 4005 W. John Gwynn Jr. Ave., Peoria, IL. 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 in Information Technology, Computer Science, Business Administration, or a closely related field (or equivalent hands-on experience).
• Typically, 4+ years of professional experience in IT support, systems analysis, or a closely related technical field.
• Solid experience with common business productivity applications, enterprise service management tools, and fundamental network and hardware troubleshooting.
• Excellent verbal and written communication skills, with the ability to effectively translate complex technical concepts for non-technical users; strong multitasking and prioritization abilities.
• Ability to work with a team and independently.
• Day trips, some overnights (Travel: 10-15% sometimes on short notice)

Nice To Haves

• A sense of unparalleled passion, energy, and eagerness to contribute to and support the mission of the Red Cross.

Responsibilities

• Investigate, diagnose, and resolve Tier 2 and Tier 3 IT incidents, troubleshooting both front-end and back-end applications.
• Maintain, configure, and monitor hardware, software, user endpoints, and related network components.
• Enter and/or maintain detailed notes, update knowledge base articles, and generate reports using database and reporting tools.
• Provide technical guidance, training, and functional direction to end-users and IT volunteers.
• Work alongside other IT departments, project managers, and vendors to ensure technical changes integrate smoothly into daily operations.

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