Help Desk Analyst II

Please use Google Chrome or Mozilla Firefox when accessing Candidate Home.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?
Joining The American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.
When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.
Where Your Career is a Force for Good!
What You Need to Know
In this role you will 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.
Where Your Career Is a Force for Good
Triage phone calls and e-mail questions from computer users seeking guidance.
Troubleshoot and resolve moderately complex technical problems applying subject-matter knowledge.
Provide first-tier technical support to assist computer users with routine hardware and software questions.
Receive, document, track user questions and/or problems.
Assure timely response to questions and concerns.
Adhere to standard operations and policies to provide effective customer service.
Escalate issue to next level if unable to resolve within allotted timeframes.
What You Need to Succeed:
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).
Compensation: The hourly salary range for this position is $23.00 - $26.00/ hour. 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. **We will review specific salary information at the time of phone screening based upon your location & experience.**
This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded. This position is not eligible for relocation assistance.
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 15 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
Apply now! Joining our team will provide you with the opportunity to make your career a force for good!
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