Technical Support Analyst - Military Veterans

As one of the nation’s premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. When you join our team, you have a direct impact on a meaningful mission, and you can help save lives every day. If you share our passion for helping people, join us in this excellent career opportunity. Work where your career is a force for good.

We are committed to the diversity of our workforce and to delivering our programs and services in a culturally competent manner reflecting the communities we serve.  Our work environment is collaborative, respectful, and inclusive with a focus on building allyship and a culture of belonging that empowers all team members. Come to learn, grow, and succeed while sharing your passion for making a difference.  

The Red Cross supports a variety of cultural and community resource groups for employees and volunteers. From the Ability Network, our Asian American & Pacific Islander Resource Group, the Latino Resource Group, and Red Cross PRIDE, to the Umoja African American Resource Group, our Veterans+ Resource Group, and the Women’s Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions. 

At the American Red Cross, your uniqueness can shine!  

WHAT YOU NEED TO KNOW ABOUT THE JOB:

As a Tech Support Analyst, you will install, troubleshoot, and repair software and/or equipment. You will solve user's routine to moderately complex problems with network or applications software. In this role you will provide support, development and/or leadership guidance to employees in the Washington, DC National Headquarters office, Maryland and Virginia area and to volunteers.

This is an onsite/in office role in our office at 431 18th Street, NW, Washington, DC.  The selected candidate will work from this Red Cross office and need to be able to travel within a 5 minute to 2-hour radius of the office up to 10% of the time. (Required: must have valid driver’s license with clean driving record to drive a Red Cross vehicle or rental car.) Additional travel required throughout the USA to work on projects. 

This is an hourly, full time position and eligible for benefits. Standard work hours are 8:00am – 5:00pm. We work a 40 hour work week schedule, Monday – Friday.

WHERE YOUR CAREER IS A FORCE FOR GOOD (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.

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

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

WHAT YOU NEED TO SUCCEED (required/minimum qualifications):

•    Education: Bachelor's degree required. Information Systems, Computer Science, or related field preferred.

•    Experience: Minimum 4 years of related experience or equivalent combination of education and related experience required.

•    Skills & Abilities: 

o    Effective verbal and written communication skills. 

o    Ability to apply technical expertise to resolve problems. 

o    Ability to effectively prioritize and execute tasks efficiently. 

o    Ability to work independently on tasks and as a park of a team on projects. 

•    A current, valid driver's license with good driving record is required. 

* Combination of candidate’s education and general experience satisfies requirements so long as the total years equate to description’s minimum education and general experience years combined (Management experience cannot be substituted).

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PAY INFORMATION: 

The starting annual salary range for this position is $40/hour - $42/ hour. We do not offer an annual bonus for this role. 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. We will review specific salary information at the time of phone screening based upon your location & experience.This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded.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 + Holidays 

•    401K with up to 6% Match 

•    Paid Family Leave

•    Employee Assistance Programs 

•    Disability and Insurance: Short + Long Term 

•    Service Awards and Recognition

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