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NHQ:IT - End User Services: Technology Solutions Volunteer

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NHQ:IT - End User Services: Technology Solutions Volunteer

This position supports the National Headquarters (NHQ) Information Technology (IT) department. This opportunity requires participation in in-person activities and/or perform work in a Red Cross facility. IT End User Services Technology Solutions provides 24/7 support to Biomedical, Chapter and Corporate customers throughout the United States. IT End User Services Technology Solutions mission is to provide support of business processing requirements within a secure 24/7 environment. The IT EUS: Technology Solutions Volunteer applies understanding and knowledge of enterprise applications, products and services with a focus on Microsoft Office 365 (O365) to assist internal users of Red Cross systems and applications, IT End User Services Technology Solutions Team, Volunteer Support Program Team, Red Cross end-users. The duties above indicate the essential functions of the position. This opportunity is strictly a virtual (Work-From-home) position but there may be an opportunity for travel and participation in meetings and conferences throughout chapter jurisdiction, state and Red Cross system. Operational flexibility is required to meet sudden and unpredictable business needs. Incumbent may periodically be requested to work non-standard business hours

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Locations

Remote/Virtual Volunteer Opportunity

Key Responsibilities

Reporting to an IT EUS Technology Solutions Director, the Technology Solutions Volunteer may:

  • Gather, compile, and synthesize information on technology processes or systems
  • Prepare charts and diagrams to assist in problem analysis and submit recommendations for solution
  • Apply knowledge, skills, tools, and techniques to enable team members to meet requirements
  • Produce deliverables related to the project(s) assigned and post-implementation support and system enhancements
  • Provide input to senior team members regarding team knowledgebase requirements
  • Adhere to all support processes, procedures, and expectations established by management to meet the highest level of customer care
  • Work routine cases with ease and gradually takes on complex cases with the aid of a team member
  • Meet all Service Level Targets

Length of Appointment

6-12 months with reappointment as mutually agreed

Time Commitment

Volunteers must be available on a regular basis during normal business hours when most IT work is performed. Although there may be occasional requests for after-hours or weekend work, volunteers who are only available evenings and weekends would not be an appropriate fit for this position.

Normal Business hours are based on 8:00 am to 5:00 pm Eastern Time . Generally, 1 to 3 hours per day, 3 - 4 days per week.

Must be able to participate in core meetings and communicate/adhere to a dependable schedule.

Qualifications

Desired Knowledge, Skills, and Competencies:

  • Meet at least one of the following is required.  
    • Experience with administrating VMware Horizon and/or Workspace ONE UEM (Unified Endpoint Management) 
    • Experience in M365 applications administration such as SharePoint, Yammer, OneDrive, Outlook, etc. 
  • Knowledge of supporting disciplines such as Logistics, Project, Process or Product Management
  • Recognize errors and correct to meet organizational standards.
  • Troubleshoot problems and work with other groups to find solutions.
  • Work independently with little supervision
  • Prioritize and quickly resolve issues.
  • Speak and communicate effectively and in an articulate and diplomatic manner across all levels of the organization.

Training

  • American Red Cross Orientation
  • Task-specific orientation and training will be provided

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