Job Description

Note from FlexJobs Staff: Please note income information is provided for Colorado residents only, and the employer is open to candidates from other areas. Please inquire with the employer.

Title: Sr. Analyst, IT Service Desk

Full Time

Location: United States

Job Description:

The Sr. Analyst 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.

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. The position hours are Monday- Friday 11am-8pm EST.


  • 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.


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


  • Bachelor’s degree required.


  • Minimum 2 years of related experience or equivalent combination of education and related experience required.

For those candidates located in Colorado, the salary range for this position is: $29.00-$30.00/hr

Note that the American Red Cross sets salary ranges aligned to a specific geographic location in which the job or employee resides. The stated salary range in this posting is an average and may not be reflective of your individual circumstances. We will review specific salary information at the time of phone screening based upon your location.