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Reference #: RC71984 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. Pushes software packages and installs drivers utilizing approv d tools. Provides internal Subject Matter Expert and escalation point for all biomedical, chapter, corporate technical, process and training issues. Perform as first escalation POC within Service Desk for process and technical questions. Adheres to and maintains high levels of expertise in all support processes, procedures, and expectations established by management to meet the highest level of customer care. Assists or takes lead assignment on projects oriented towards the development or the educational advancement of IT Service Desk staff. Performs as technical evaluator for Help Files and Knowledge Articles Serves as a mentor to Junior Staff within the ITSD Willingly accepts responsibility for new challenges outside their daily tasks. Informs leadership immediately about any issue that might have potential consequence to the team or organization, including potential hazards to the blood supply and any Notification opportunity. Available to work on-call hours as needed.

Scope: Individual contributor that works under limited supervision. 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): Education: Bachelor's degree required. Experience: Minimum 7 years of related experience or equivalent combination of education and related experience required. Skills & Abilities: Effective verbal and written communication skills to interact with technical and non-technical customers. 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.

PAY INFORMATION: The hourly range for this position is $31.00-33.00. 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. 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: We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work, retirement, getting healthy and more. With our resources and perks, you have amazing possibilities at the American Red Cross to advance and learn. * Medical, Dental, & Vision Plans * Health Spending Accounts & Flexible Spending Accounts * PTO + Holidays * 401K with up to 5% Match * Paid Family Leave * Employee Assistance Programs * Disability and Insurance: Short + Long Term * Service Awards and Recognition

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Apply now!  Joining our team will provide you with the opportunity to make a difference every day.

Interested in Volunteering? Life's emergencies don't stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission.

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