Microsoft365 Support Technician (work from home)
Company: American Red Cross
Location: Nashville
Posted on: April 18, 2024
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Job Description:
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?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).+++++++++++++++++++++++++++++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-EH1Apply now! Joining our team will provide you with
the opportunity to make a difference every day.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
redcross.org/volunteertoday to learn more, including our
most-needed volunteer positions.To view the EEOC Summary of Rights,
click here: Summary of Rights
Keywords: American Red Cross, Nashville , Microsoft365 Support Technician (work from home), Professions , Nashville, Tennessee
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