Technical Support Analyst II

Job Description

By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world’s largest humanitarian network?

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.

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, and solve user routine to moderately complex problems with network or applications software for internal and external users. The role also partners with and provides support to Red Cross IT End User Services volunteers. All duties are performed in compliance with standard operating procedures and other applicable Federal, State, and local regulations.

The work location is 995 E Broad St., Columbus, OH. The selected candidate will work from this 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 work hours are 8:00 – 5:00 pm, Monday through Friday, 40 hour work week.

• 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.
• 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.
• Work as an individual contributor under limited supervision, applying subject matter knowledge to meet specific needs or requirements.

• Bachelor’s degree required. Information Systems, Computer Science, or related field preferred.
• 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.
• Travel: 10%–15% of the time.
• Combination of candidate’s education and general experience satisfies requirements so long as the total years equate to the description’s minimum education and general experience years combined (management experience cannot be substituted).

Qualified candidates must be authorized to work in the United States. The American Red Cross does not sponsor employment visas.

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. The above statements describe the general nature and level of work performed;

they are not an exhaustive list of…