IT Service Desk Analyst

Responsibilities

• Triage phone calls and e‑mail questions from computer users seeking guidance.
• Troubleshoot and resolve moderately complex technical problems applying subject‑matter knowledge.
• Provide first‑tier technical support to assist computer users with routine hardware and software questions.
• Receive, document, and track user questions and/or problems.
• Assure timely response to questions and concerns.
• Adhere to standard operations and policies to provide effective customer service.
• Escalate issues to the next level if unable to resolve within allotted time frames.

Individual contributor that works under limited supervision. Apply technical subject‑matter knowledge. Capacity to understand specific needs or requirements to apply skills/knowledge.

• Education
  :
  Bachelor's degree required.
• Experience
  :
  Minimum 2 years of related experience or equivalent combination of education and related experience.
• Skills & Abilities
  :
  Effective verbal and written communication skills; ability to work on a team; interaction with technical and non‑technical personnel.
• Travel
  : N/A.

The hourly salary range for this position is $23.00 – $26.00 per hour. No annual bonus is offered. Salary may be adjusted based on location, skills, and experience.

• Medical, Dental, Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• Paid Time Off:
  Starting at 15 days a year
• Paid Holidays: 11 paid holidays (6 core, 5 floating)
• 401(k) with up to 6% match
• Paid Family Leave
• Employee Assistance Program
• Disability Insurance (Short & Long Term)
• Service awards and recognition

Physical requirements are those present in a normal office environment. The role requires the ability to use a personal computer, applicable software, and office equipment for sustained periods. May include sitting for long periods, driving a vehicle, and working under challenging conditions.

The American Red Cross is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws.