Job Summary The American Red Cross is seeking a dedicated IT Support Analyst – Tech Helpdesk to join our technology team. This hybrid role combines remote and onsite support to deliver timely, efficient, and customer-focused IT assistance to staff across our national operations. The successful candidate will be the first line of support for end-user hardware, software, and network issues, playing a key role in keeping our mission-critical systems running smoothly. If you are passionate about solving technical problems, thrive in a service-oriented environment, and want to support an organization committed to humanitarian relief, this is your opportunity to make a difference. Key Responsibilities Provide first-level support to internal users via phone, chat, email, or in-person for hardware, software, and network-related issues. Troubleshoot, diagnose, and resolve technical problems, escalating more complex issues as necessary. Manage and maintain tickets in the IT helpdesk system; ensure timely updates and accurate documentation. Support deployment, configuration, and maintenance of desktops, laptops, printers, mobile devices, and software applications. Coordinate with vendors and internal teams for hardware replacements and warranty claims. Maintain inventory of IT assets, and assist in tracking and updating hardware and software deployments. Deliver remote support for employees working from home or in distributed locations. Participate in IT onboarding for new hires, including account setup and system orientation. Ensure adherence to IT policies and security procedures. Support special technology projects and rollouts as assigned. Required Skills and Qualifications Associates or Bachelor s degree in Information Technology, Computer Science, or a related field (or equivalent work experience). Strong understanding of Windows and Mac OS environments. Experience with Microsoft Office 365, Active Directory, and remote desktop tools. Excellent verbal and written communication skills. Strong problem-solving abilities with a customer-first mindset. Ability to manage multiple priorities and work well under pressure. Experience Minimum 1–3 years of IT support, helpdesk, or technical service experience. Experience working in a hybrid (onsite and remote) support capacity is a plus. Familiarity with ticketing systems such as ServiceNow, Zendesk, or Freshdesk preferred. Working Hours Full-time position: 40 hours per week. Core working hours are Monday to Friday, 8:30 AM – 5:30 PM (with flexibility based on support needs). Occasional evening or weekend support may be required during critical incidents or project rollouts. Knowledge, Skills, and Abilities Knowledge of networking fundamentals (DNS, DHCP, VPN, etc.). Ability to prioritize tasks and manage time efficiently. Proven capability to work independently and in a collaborative team environment. High level of discretion when handling confidential information. Commitment to diversity, equity, and inclusion. Benefits Competitive salary and performance-based incentives. Comprehensive health, dental, and vision insurance. Generous PTO and paid holidays. 401(k) with employer match. Employee Assistance Program (EAP) and mental health support. Opportunities for training, development, and career growth. A chance to work with a respected nonprofit making a global impact. Why Join the American Red Cross? At the American Red Cross, you will be part of an organization that goes beyond technology — we are saving lives and strengthening communities. Here, your work helps enable disaster relief, health and safety education, and blood donation efforts that serve millions. You will join a collaborative, mission-driven team that values innovation, compassion, and integrity. Your tech skills will not just support infrastructure — they will empower humanitarian impact. How to Apply Interested candidates should submit a resume and a brief cover letter outlining their qualifications and motivation to join the American Red Cross. Apply directly on our careers page Or send your resume to us with the subject line IT Support Analyst – Application. #J-18808-Ljbffr Mashreq Bank
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