Field Technical Support Analyst

Job Description Tech Support Analyst based in Nashville, TN. The role involves installing, troubleshooting, and repairing software and equipment. Handles user routine to moderately complex problems with network or application software for internal and external users and partners with Red Cross IT End User Services volunteers. Performs duties in compliance with SOPs and applicable regulations. Work location: 2201 Charlotte Ave, Nashville, TN 37203. Required to travel within a 5 minute to 4 hour radius up to 10‑15% of time. Standard hours 8:00–5:00 pm, Monday–Friday. Responsibilities Respond to technical and 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. Applies subject matter knowledge. Qualifications Bachelor’s degree required in Information Systems, Computer Science, or related field preferred. Minimum 2 years of related experience or equivalent combination of education and related experience. Effective verbal and written communication skills. Ability to apply technical expertise to resolve problems. Ability to prioritize and execute tasks efficiently. Ability to work on a team. Travel 10–15%. Qualified candidates must be authorized to work in the United States. The American Red Cross does not sponsor employment visas. Physical Requirements Physical requirements are those present in normal office environment conditions. Operational flexibility 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, driving a vehicle, and working under challenging conditions. Compensation Starting hourly salary range: $28.00 – $31.00. No annual bonus. Role not eligible for relocation assistance. Benefits 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 401(k) with up to 6% match Paid Family Leave Employee Assistance Short and Long Term Disability and Insurance Service Awards and recognition Equal Opportunity Employer 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 in accordance with applicable fair chance ordinances. #J-18808-Ljbffr