Field Technical Support Analyst

Based in Nashville, the American Red Cross is looking for a Field Technical Support Analyst to install, troubleshoot, and repair software and equipment while delivering hands-on IT end-user support. This onsite role collaborates with IT End User Services volunteers and involves travel within a defined radius of the Nashville office, with compensation starting at $28.00 to $31.00 per hour.

Responsibilities

• Install, troubleshoot, and repair software and/or hardware as needed.
• Resolve routine to moderately complex problems affecting networks or applications for both internal and external users.
• Partner with and support Red Cross IT End User Services volunteers.
• Operate in compliance with standard operating procedures and applicable federal, state, and local regulations.
• Respond to technical and user issues using established knowledge to diagnose and fix problems.
• Provide escalated technical assistance for more complex incidents as required.
• Document malfunctions, issues, maintenance, and workflow plans; review records for improvement opportunities.
• Assess technology and systems operations and suggest measures to boost efficiency and utilization.
• Prepare metrics, progress updates, and reports on projects and activities.
• Adhere to standard operations and policies; ensure alignment with negotiated service level agreements.
• Offer training and guidance to colleagues; contribute expertise to projects.
• Scope: work as an individual contributor under limited supervision, applying subject matter knowledge.

Requirements

• Bachelor’s degree required; Information Systems, Computer Science, or related field preferred.
• Minimum of 2 years of related experience or an equivalent combination of education and experience.
• Effective verbal and written communication skills.
• Ability to apply technical know-how to resolve problems.
• Strong ability to prioritize and execute tasks efficiently.
• Team-oriented mindset with the ability to collaborate.
• Travel up to 10-15% of the time.
• Combination of education and general experience meets the minimum requirements; management experience cannot be substituted.

Benefits

• Medical, Dental, & Vision Plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO starting at 9 days per year, based on job type and tenure
• 11 paid holidays (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

Where your career is a force for good

• Address technical and user issues by applying specialized troubleshooting to restore functionality.
• Provide escalated support for complex problems as needed.
• Maintain and review records of malfunctions, issues, maintenance, and workflow plans.
• Analyze technology and system operations and offer recommendations to enhance efficiency and utilization.
• Develop metrics and progress reports for projects and tasks.
• Follow established operations and policies; ensure compliance with service level agreements.
• Share expertise with colleagues and contribute to project work.

What you need to succeed

• Bachelor’s degree required; Information Systems, Computer Science, or related field preferred.
• Minimum of 2 years of related experience or an equivalent combination of education and experience.
• Travel up to 10-15% of the time.
• Combination of education and general experience satisfies the minimum requirements; management experience cannot be substituted.

Scope

Individual contributor who works under limited supervision and applies subject-matter knowledge.

Benefits for you

• Medical, Dental, & Vision Plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO starting at 9 days per year; varies by job type and tenure
• 11 paid holidays (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