Technical Support Analyst II

Tech Support Analyst

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? Join us-Where your Career is a Force for Good!

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. 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 995 E Broad St., Columbus, OH. 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.

Key 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.

Required/Minimum Qualifications

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%