Field Technical Support Analyst
Overview
You will own onsite technical support for the American Red Cross Nashville office, resolving hardware, software, and network issues for internal and external users. You'll join a team of IT professionals supporting a humanitarian mission that touches millions of lives. You'll work under limited supervision, apply your technical expertise to diverse problems, and partner with IT End User Services volunteers. This role offers the chance to grow your career within a movement that matters, with competitive compensation and benefits.
What You'll Do9
- 1Resolve routine to moderately complex technical problems for network or applications software, using Active Directory and Microsoft 365
- 2Install, configure, and troubleshoot software and equipment, including Windows 10/11, Office 365, and VPN clients
- 3Document malfunctions, issues, and maintenance in ticketing systems, ensuring accurate records for ServiceNow
- 4Partner with IT End User Services volunteers to deliver support across the region, traveling up to 15% of the time
- 5Provide escalated technical support for complex issues, coordinating with tier 2 and tier 3 teams
- 6Measure and report on support metrics, identifying trends to improve efficiency and utilization
- 7Adhere to standard operating procedures and negotiate service level agreements for response and resolution
- 8Train and guide junior staff and volunteers, sharing expertise on ITIL practices
- 9Drive continuous improvement by analyzing recurring issues and recommending preventive solutions
Requirements8
- 12+ years of related technical support experience or equivalent education and experience combination
- 2Bachelor's degree in Information Systems, Computer Science, or related field, or equivalent combination of education and experience
- 3Proven ability to apply technical expertise to resolve problems, including hardware diagnostics and software troubleshooting
- 4Effective verbal and written communication skills to interact with users and document issues clearly
- 5Ability to prioritize tasks and execute them without direct supervision
- 6Willingness to work onsite in Nashville, TN and travel within a 4-hour radius up to 15% of the time
- 7Authorized to work in the United States without visa sponsorship
- 8Physical capability to use a computer, office equipment, and drive a vehicle for sustained periods
Salary Insight
$58 - $64k per year
Location
Required Skills
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