Technical Support Analyst II

American Red Cross • Baltimore, MD

1d • Onsite

About The Position

The American Red Cross is seeking a Tech Support Analyst to be based in Baltimore, MD. This is an onsite/in office role at our office at 4700 Mount Hope Drive, Baltimore, MD 21215. You will travel to other locations in the Maryland and DC area to provide IT support as needed. 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. Support 24x7 operations for internal and external users. Provide support, development and/or leadership guidance to all Red Cross volunteers.

Requirements

• Bachelor's degree required or equivalent combination of education and related experience required.
• Minimum 2 years of related experience or equivalent combination of education and related experience required.
• 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.

Nice To Haves

• Information Systems, Computer Science, or related field preferred.

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.

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 Program
• Disability and Insurance
• Service Awards and recognition

What This Job Offers

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