Field Technical Support Analyst

Technical Support Analyst – Nashville, TNThe American Red Cross is seeking a Tech Support Analyst based in Nashville, TN. The role involves installing, troubleshooting, and repairing software and equipment, resolving moderate to complex user problems with network or applications software for internal and external users, and partnering with Red Cross IT End User Services volunteers.The work location is 2201 Charlotte Ave, Nashville, TN 37203. The incumbent may need to travel within a 5‑minute to 4‑hour radius of the office up to 10%–15% of the time. Standard work hours are 8:00 am–5:00 pm, Monday‑Friday, 40 hours per week.ResponsibilitiesRespond to technical and/or user problems using technical knowledge to troubleshoot and resolve issues.Provide escalated technical support for complex issues as needed.Review records, document reports of malfunctions, issues, and maintenance, and document organizational, procedural, and workflow plans.Analyze and evaluate technology and systems operations to recommend efficiency improvements.Prepare metrics, activity, and progress reports related to projects, tasks, and operations.Adhere to standard operating procedures and policies, ensuring compliance with negotiated service level agreements.Provide training and guidance to other staff and contribute expertise to projects.QualificationsBachelor's degree required; Information Systems, Computer Science, or related field preferred.Minimum 2 years of related experience, or an equivalent combination of education and experience.Effective verbal and written communication skills.Ability to apply technical expertise to resolve problems, prioritize, and execute tasks efficiently.Team‑working ability.Authorized to work in the United States; no visa sponsorship provided.Physical requirements: normal office environment; ability to use computer, drive vehicle, and work under challenging conditions.Travel: 10%–15%.CompensationHourly salary range: $28.00–$31.00. No annual bonus for this role.BenefitsMedical, Dental, & Vision PlansHealth Spending Accounts & Flexible Spending AccountsPTO: Starting at 9 days a year; based on type of job and tenureHolidays: 11 paid holidays (six core holidays and five floating holidays)401(k) with up to 6% matchPaid Family LeaveEmployee AssistanceDisability and Insurance: Short & Long TermService Awards and recognitionEqual Employment Opportunity StatementThe 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 applicable state and local laws.#J-18808-Ljbffr