Field Technical Support Analyst
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, working alongside welcoming, diverse individuals united by a shared mission. Here, your career grows within a movement that measures success by lives improved, communities strengthened, and individuals empowered. You’ll align your work with a mission bigger than any one of us, supported by mentors who foster your growth and a community that values your whole self.
About the role
The American Red Cross is seeking a Tech Support Analyst based in Nashville, TN. This role involves installing, troubleshooting, and repairing software and equipment, as well as resolving routine to moderately complex technical problems for internal and external users. You will partner with and support Red Cross IT End User Services volunteers, ensuring compliance with standard operating procedures and applicable regulations. The position is located at 2201 Charlotte Ave, Nashville, TN 37203, with occasional travel within a 5-minute to 4-hour radius of the office (10-15% of the time). Standard work hours are 8:00 AM – 5:00 PM, Monday through Friday.
Responsibilities
- Respond to technical and user problems, utilizing technical knowledge to troubleshoot and resolve issues.
- Provide escalated technical support for complex issues as needed.
- Review records and document reports of malfunctions, issues, maintenance, and workflow plans.
- Analyze and evaluate technology and systems operations, recommending improvements for efficiency.
- Prepare metrics, activity, and progress reports regarding projects, tasks, and operations.
- Adhere to standard operations and policies, ensuring compliance with service level agreements.
- Provide training and guidance to other staff and contribute expertise to projects.
This is an individual contributor role working under limited supervision, applying subject matter knowledge to fulfill responsibilities.
Requirements
- Bachelor’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.
- Authorization to work in the United States (the American Red Cross does not sponsor employment visas).
Skills & Abilities
- Effective verbal and written communication skills.
- Ability to apply technical expertise to resolve problems.
- Strong prioritization and task execution skills.
- Ability to work collaboratively on a team.
Physical Requirements
- Operational flexibility to meet sudden and unpredictable needs.
- Ability to use a computer, applicable software, and office equipment for sustained periods.
- May include sitting for long periods, driving a vehicle, and working under challenging conditions.
Pay
The starting hourly salary range for this position is $28.00 - $31.00. This role is not eligible for an annual bonus or relocation assistance. Salaries are aligned to the specific geographic location where the work is performed, with additional factors such as skills, experience, and internal comparisons influencing the final salary.
Benefits
- Medical, dental, and vision plans.
- Health spending accounts and flexible spending accounts.
- Paid time off starting at 9 days per year, based on job type and tenure.
- 11 paid holidays (6 core holidays + 5 floating holidays).
- 401K with up to 6% employer match.
- Paid family leave.
- Short-term and long-term disability insurance.
- Employee assistance program.
- Service awards and recognition.