Field Technical Support Analyst

Tech Support Analyst

Join us—Where Your Career is a Force for Good!

The American Red Cross is seeking a Tech Support Analyst based in Nashville, TN. 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.

Work Location: 2201 Charlotte Ave, Nashville, TN 37203

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.

Where Your Career is a Force for Good

• 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.

What You Need to Succeed

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.

10-15% travel required.

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.

Compensation

The starting hourly salary range for this position is $28.00 - $31.00. We do not offer an annual bonus for this role. This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded. Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role.

Benefits for You

We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work, retirement, getting healthy and more. With our resources and perks, you have amazing possibilities at the American Red Cross to advance and learn.

• 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

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.