Technical Support Specialist II at American Red Cross

Town of Henrietta, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Apr, 26

Salary

30.0

Posted On

02 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Software Installation, Network Support, Documentation, Communication, Teamwork, Problem Solving, Training, Metrics Reporting, Compliance, Efficiency Improvement, User Support, Analytical Skills, Customer Service, Time Management

Industry

Non-profit Organizations

Description

Please use Google Chrome or Mozilla Firefox when accessing Candidate Home. 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! Job Description: WHY CHOOSE US? Joining The American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better. When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work. WHAT YOU NEED TO KNOW ABOUT THE JOB: The American Red Cross is seeking a Tech Support Analyst based in West Henrietta, NY. 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 825 John St., West Henrietta, NY. 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 (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): • Bachelor’s degree 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. • Skills & 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: 10-15% * 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). Physical Requirements: 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. DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. +++++++++++++++++++++++++++++ PAY INFORMATION: The hourly salary range for this position is $28.75 - $30.00/ 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: As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive package includes: • 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 Apply now! Joining our team will provide you with the opportunity to make your career a force for good! 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 for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws. AmeriCorps, the federal agency that brings people together through service, and its partners — the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance — launched Employers of National Service to connect national service alumni with opportunities in the workforce. American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations. Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions. To view the EEOC Summary of Rights, click here: Summary of Rights Joining The American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. Joining ranks with welcoming team members who are elite, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better. When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with generous compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

Responsibilities

The Technical Support Specialist II will install, troubleshoot, and repair software and equipment while solving routine to moderately complex problems for users. They will also document issues and provide recommendations to improve technology and systems operations.