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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? As one of the nation's premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. When you join our team, you have a direct impact on a meaningful mission, and you can help save lives every day. If you share our passion for helping people, join us in this excellent career opportunity. Work where your career is a force for good. We are committed to the diversity of our workforce and to delivering our programs and services in a culturally competent manner reflecting the communities we serve. Our work environment is collaborative, respectful, and inclusive with a focus on building allyship and a culture of belonging that empowers all team members. Come to learn, grow, and succeed while sharing your passion for making a difference. The Red Cross supports a variety of cultural and community resource groups for employees and volunteers. From the Ability Network, our Asian American & Pacific Islander Resource Group, the Latino Resource Group, and Red Cross PRIDE, to the Umoja African American Resource Group, our Veterans+ Resource Group, and the Women's Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions. At the American Red Cross, your uniqueness can shine! WHAT YOU NEED TO KNOW ABOUT THE JOB: The IT Service Desk provides twenty-four-hour seven day a week first tier support to Biomedical, Chapter and Corporate customers throughout the United States. The IT Service Desk's mission is to provide accurate and timely information to requests from the users of all IT systems and business processes, resolving whenever possible at the first-tier level, and escalating appropriately when necessary. The Senior Analyst must be capable of meeting the goals and objectives of the organization and provide high level technical support to all users, and to staff members within the IT Service Desk. They must provide subject matter expertise on specified systems, provide technical and process support to team members, and act in a leadership capacity in specified support issues. IT Service Desk Technical Specialists will assist users and colleagues in a courteous and professional manner to resolve all supported software, hardware, telecommunications, system, LAN, WAN, and Process/Procedure related problems and questions. Technical Specialists must have superlative written and oral communications skills and must have a proven record of a high level of work quality. The work location for this exciting opportunity is virtual. The selected candidate will work 100% remotely from home and can be located anywhere in the United States. Service coverage hours are Mon - Fri 6am - 6pm EST. Specific work hours within this schedule will be discussed during the interview. WHERE YOUR CAREER IS A FORCE FOR GOOD (Key Responsibilities): Fields and resolves telephone calls, chat and portal questions from users seeking guidance. Meets all Goals and Objectives as identified such as Login Time, Available Time, Idle Time, First Contact Resolution, and Case Quality. Receives, documents and tracks Incidents and Service Requests in the ITSM solution. Assures timely response to questions and requests. Provide Subject Matter Expertise on all ITSD tools, such as the ITSM, Knowledge Management, and ACD Provides Tier 1 and Tier 1.5 level technical support to assist users' questions/issues including those regarding hardware, software, access management, process and procedure, and telecom. Pushe