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Job Description:

WHY CHOOSE US?
As one of the nation's premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. When you join our team, you have a direct impact on a meaningful mission, and you can help save lives every day. If you share our passion for helping people, join us in this excellent career opportunity. Work where your career is a force for good.

We are committed to the diversity of our workforce and to delivering our programs and services in a culturally competent manner reflecting the communities we serve. Our work environment is collaborative, respectful, and inclusive with a focus on building allyship and a culture of belonging that empowers all team members. Come to learn, grow, and succeed while sharing your passion for making a difference.

The Red Cross supports a variety of cultural and community resource groups for employees and volunteers. From the Ability Network, our Asian American & Pacific Islander Resource Group, the Latino Resource Group, and Red Cross PRIDE, to the Umoja African American Resource Group, our Veterans+ Resource Group, and the Women's Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions.

At the American Red Cross, your uniqueness can shine!

WHAT YOU NEED TO KNOW ABOUT THE JOB:
Interacting with customers of varying technical backgrounds, the Microsoft 365 Support Technician plays a key role in Red Cross's business and IT (Information Technology) teams' productivity and effectiveness of mission delivery. As part of the M365 support team, the Microsoft 365 Support Technician handles user support, security, and daily operations of M365 services by diagnosing issues, troubleshooting simple to complex problems, and providing effective solutions and workarounds within defined service levels and handling times. They also support design, development, monitoring, and optimization of cloud-based systems, applications, and services within the Microsoft 365 ecosystem. Key focus areas include administration; troubleshooting and support; reporting, monitoring, and optimization; training and documentation; and continuous learning. The Microsoft 365 This role requires an understanding of Microsoft's cloud technologies, excellent problem-solving skills, and the ability to work collaboratively with a diverse set of customers and IT team members.

The work location for this exciting opportunity is virtual. The selected candidate will work 100% remotely from home and can be located anywhere in the United States with a preference to work East Coast hours.

Additionally, the role will require on call duties for nights & weekends once a month or so.

WHERE YOUR CAREER IS A FORCE FOR GOOD (Key Responsibilities):
* Administer and maintain M365 services like Outlook, SharePoint, OneDrive, Teams, etc.
* Troubleshoot and diagnose technical issues and provide timely support to end-users, resolving their issues and addressing their requests.
* Manage and document cases via the Service Management platform and follow change management procedures when appropriate.
* Participate in on-call rotation to provide off-hours coverage for high-priority incidents.
* Determine the root cause of identified problems.
* Monitor performance, service health, track usage patterns, and generate reports using PowerShell.
* Use insights from monitoring to help optimize performance and resource allocation and to enhance efficiency and ensure high availability and cost-effective services.
* Leverage PowerShell or other automation tools to develop automation scripts that help streamline repetitive tasks and maintain consistency and efficiency.
* Manage user identities, access controls, roles, and permissions.
* Enforce security policies, monitor access, and safeguard sensitive information.
* Create user guides, FAQs, and training materials.
* Educate users on best practices to enhance adoption and productivity.
* Create architecture diagrams, as needed.
* Keep abreast of M365 updates, new features, and industry trends.

Scope: Individual contributor that works under limited supervision. Apply subject matter knowledge. Capacity to understand specific needs or requirements to apply skills/knowledge.

Qualified candidates must be authorized to work in the United States. The American Red Cross does not sponsor employment visas.

WHAT YOU NEED TO SUCCEED (required/minimum qualifications):
* Education: Bachelor's degree required in Computer Science, Engineering, Information Systems, or
* related field.
* Experience: Minimum 4 years of related experience or equivalent combination of education and related experience required.
* Skills & Abilities: Effective verbal and written communication skills. Ability to apply technical expertise to resolve problems. Ability to effectively prioritize and execute tasks efficiently. Ability to work on a team. Ability to be on-call for night & weekend support.

WHAT WILL GIVE YOU A COMPETITIVE EDGE (preferred qualifications):
* Exceptional customer service skills, exemplary written and communication skills, and a proven record of high-quality work.
* A solid understanding of the Microsoft 365 suite and technology stack, including components like SharePoint and Teams.
* A solid foundation in problem-solving and technical skills, including experience in hardware, software, networking, and systems engineering.
* Understanding the IT Infrastructure Library (ITIL) framework, including service request management, incident management, problem resolution, and change management.
* Experience using IT Service Management platforms, such as ServiceNow or Jira Service Management; EasyVista ITSM experience a plus.

* 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).

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PAY INFORMATION:
The starting annual salary range for this position is $76K - $90K. 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.

BENEFITS FOR YOU:
We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work, retirement, getting healthy and more. With our resources and perks, you have amazing possibilities at the American Red Cross to advance and learn.
* Medical, Dental, & Vision Plans
* Health Spending Accounts & Flexible Spending Accounts
* PTO + Holidays
* 401K with up to 5% Match
* Paid Family Leave
* Employee Assistance Programs
* Disability and Insurance: Short + Long Term
* Service Awards and Recognition

*LI-EH1

The American Red Cross is an Equal Opportunity/Affirmative Action 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.

Interested in Volunteering?

Life's emergencies don't stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission.

Visit to learn more, including our most-needed volunteer positions.

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