Technical Support Specialist II
About The Position
The American Red Cross is seeking a Tech Support Analyst based in West Henrietta, NY. 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 825 John St., West Henrietta, NY. 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).
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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Social Assistance
Number of Employees
5,001-10,000 employees
