Technical Support Analyst II

Tech Support AnalystThe American Red Cross is seeking a Tech Support Analyst to be based in Baltimore, MD. This is an onsite/in office role in our office at 4700 Mount Hope Drive, Baltimore, MD 21215. You will travel to other locations in the Maryland and DC area to provide IT support as needed.What You Need To Know: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. Support 24x7 operations for internal and external users. Provide support, development and/or leadership guidance to all Red Cross volunteers.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.What You Need To Succeed:Education: Bachelor's degree required or equivalent combination of education and related experience required. Information Systems, Computer Science, or related field preferred.Experience: Minimum 2 years of related experience or equivalent combination of education and related experience required.Management Experience: N/ASkills & Abilities: 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: N/AThe salary range for this position is (Maryland): $28.50 - $30. 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:Medical, Dental Vision plansHealth Spending Accounts & Flexible Spending AccountsPTO: Starting at 9 days a year; based on type of job and tenureHolidays: 11 paid holidays comprised of six core holidays and five floating holidays401K with up to 6% matchPaid Family LeaveEmployee Assistance ProgramDisability and Insurance: Short + Long TermService Awards and recognition