Technical Support Analyst II

Support internal and external users by diagnosing and fixing software and equipment issues while partnering with Red Cross IT End User Services volunteers.

Responsibilities

• Address technical and user-reported problems using technical knowledge to troubleshoot and resolve incidents.
• Provide escalated support for complex issues as needed.
• Review documentation for malfunctions, issues, and maintenance; contribute to organizational, procedural, and workflow plans and methods.
• Review, analyze, and evaluate technology and systems operations; recommend improvements to efficiency and utilization.
• Produce metrics, activity updates, and progress reports for projects, tasks, and operational work.
• Follow standard operations and policies, including compliance with negotiated service level agreements.
• Install, troubleshoot, and repair software and/or equipment.

Requirements

• Bachelor’s degree required; Information Systems, Computer Science, or a related field preferred.
• Minimum 2 years of related experience or an equivalent combination of education and related experience.
• Strong verbal and written communication skills.
• Ability to apply technical expertise to diagnose and resolve problems.
• Ability to prioritize and execute tasks efficiently.
• Ability to work effectively on a team.
• Ability to understand customer requirements and apply appropriate technical expertise to meet business objectives.
• Ability to prioritize tasks, balance multiple assignments, and work independently to meet goals and deadlines.
• Travel 10–15%.

Work Location and Schedule

• Onsite location: 1212 E California Rd, Fort Wayne, IN 46825.
• Selected candidates work from the Red Cross office and travel within a 5 minute to 4 hour radius of the office up to 10%–15% of the time.
• Standard hours: 8:00 am – 5:00 pm
• Work schedule: 40 hours per week, Monday through Friday.

Compensation

• Starting hourly rate: $24.00–$27.00/hr.
• No annual bonus offered for this role.
• Posting duration: minimum of five business days; may be extended if the applicant pool needs expansion.
• Relocation assistance: not eligible for this role.

Benefits

• 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

Physical Requirements

• Physical requirements are those present in a normal office environment.
• Operational flexibility required to meet sudden and unpredictable needs.
• Ability to use a personal 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.