Technical Support Analyst II

Job Summary

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 routine to moderately complex problems with network or applications software. Provide support, development and/or leadership guidance to all volunteers.

Work location:

4005 W. John Gwynn Jr. Ave., Peoria, IL. Must be able to travel 5 minutes to 4 hours within the office radius 10-15% of the time. Standard work hours: 8:00 am – 5:00 pm, Monday–Friday.

• Incident Resolution & Troubleshooting:
  Investigate, diagnose, and resolve Tier 2 and Tier 3 IT incidents, troubleshooting both front‑end and back‑end applications.
• System Maintenance & Administration:
  Maintain, configure, and monitor hardware, software, user endpoints, and related network components.
• Documentation & Reporting:
  Enter and/or maintain detailed notes, update knowledge base articles, and generate reports using database and reporting tools.
• User Support & Training:
  Provide technical guidance, training, and functional direction to end‑users and IT volunteers.
• Cross‑Functional
  
  Collaboration:
  
  Work alongside other IT departments, project managers, and vendors to ensure technical changes integrate smoothly into daily operations.

Individual contributor with comprehensive knowledge in a specific area. Ability to execute highly complex or specialized projects. Adapt precedent and may make significant departures from traditional approaches to develop solutions.

• Education:
  
  Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a closely related field (or equivalent hands‑on experience).
• Experience:
  
  Typically, 4+ years of professional experience in IT support, systems analysis, or a closely related technical field.
• Technical Proficiencies:
  Solid experience with common business productivity applications, enterprise service management tools, and fundamental network and hardware troubleshooting.
• Soft Skills:
  
  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.
• Travel:
  Day trips, some overnights (10-15%’s occasionally on short notice).

• A sense of unparalleled passion, energy, and eagerness to contribute to and support the mission of the Red Cross.
• Combination of candidate’s education and general experience satisfies requirements as long as the total years equate to the role’s minimum education and general experience years combined (Certification cannot be substituted).

Ability to perform essential job functions in an office environment, including extended periods of sitting and frequent use of hands for computer work and communication. Occasional standing, walking, reaching, and bending may be required. Must be able to lift up to 15 pounds regularly and up to 30 pounds occasionally. Requires standard visual capabilities, including close and distance vision and focus adjustment.

Work is conducted in a typical office setting with moderate noise levels.

The hourly salary range for this position is $27.00–$30.00. No annual bonus is offered. Salary is aligned to the specific geographic location in which the work is primarily performed and may be adjusted based on skills and experience.

• 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 comprising 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

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.

American Red Cross is an EONS partner and shares its employment opportunities with the network of organizations.