Analyst II, Help Desk

Job Description:

Where Your Career Is a Force for Good

Joining the American Red Cross is unlike any other professional experience. Here, your work becomes part of the world's largest humanitarian network - a community of people who are exceptional yet humble, diverse yet united, and committed to improving lives every day. You'll grow your career within a mission that matters, where success is measured in people helped, communities strengthened, and lives changed for the better.

When you choose to be a force for good, you gain mentors who support your development, meaningful work that aligns with your values, and a workplace that respects who you are both on and off the clock.

Troubleshoot and resolve routine to moderately complex technical problems in a call center/help desk environment. Use expertise in customer service and technical knowledge to provide support to end-users. Provide support, development and/or leadership guidance to all volunteers.

Perform all duties and responsibilities in compliance with standard operating procedures and other applicable Federal, State and local regulations.

Responsibilities:
1: Triage phone calls and e-mail questions from computer users seeking guidance.
2: Troubleshoot and resolve moderately complex technical problems applying subject-matter knowledge.
3: Provide first-tier technical support to assist computer users with routine hardware and software questions.
4: Receive, document, track user questions and/or problems.
5: Assure timely response to questions and concerns.
6: Adhere to standard operations and policies to provide effective customer service.
7: Escalate issue to next level if unable to resolve within allotted timeframes.
----------------------
Scope: Individual contributor that works under limited supervision. Apply technical subject matter knowledge. Capacity to understand specific needs or requirements to apply skills/knowledge.
----------------------
Qualifications:
Education: Bachelor's degree required.
Experience: Minimum 2 years of related experience or equivalent combination of education and related experience required.
Management Experience: N/A
Skills & Abilities: Effective verbal and written communication skills to interact with technical and non-technical personnel. Ability to work on a team.
Travel: N/A
* 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).

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 19 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

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