IT Specialist Digital Support Tier II

United States Agency for Global Media (USAGM)•Washington, DC

23h•$50 - $50•Onsite

About The Position

The incumbent serves as an IT Specialist (Customer Support) within the Digital Media Support Division, Voice of America at U.S. Agency for Global Media (USAGM). The position functions as an IT Broadcast Technician, providing advanced technical support for digital media broadcast systems supporting Voice of America (VOA) and global USAGM operations. The incumbent is responsible for supporting mission-critical systems used for media ingest, editing, playout, and archiving, and for delivering both Tier I and Tier II technical support to end users. This role requires strong technical expertise in broadcast IT systems, enterprise infrastructure, and user support, along with the ability to troubleshoot complex issues impacting newsroom and broadcast continuity. The position operates in a high-tempo, 24/7 broadcast environment and directly supports the agency’s global mission to deliver timely and accurate information worldwide.

Requirements

Knowledge of digital media broadcast systems, including ingest, editing, playout, and archival workflows supporting global broadcasting operations.
Knowledge of IT customer support principles, including incident diagnosis, escalation, and resolution across Tier I and Tier II environments.
Knowledge of Active Directory, system administration, and network fundamentals supporting enterprise IT environments.
Ability to analyze complex technical issues and implement effective solutions impacting mission-critical broadcast operations.
Ability to communicate technical concepts clearly to both technical and non-technical users.
The supervisor provides general direction and outlines overall objectives. The incumbent independently plans and carries out assignments, resolves most technical issues, and determines appropriate methods and troubleshooting approaches. Complex or unusual issues are coordinated with senior engineers or supervisory personnel. Work is reviewed based on technical accuracy, effectiveness of solutions, and impact on operations.
Guidelines include agency IT policies, broadcast system documentation, standard operating procedures, and vendor technical resources. The incumbent must interpret and adapt guidelines to address complex and evolving technical problems, particularly in broadcast production environments.
The work involves supporting a wide range of broadcast and IT systems with varying levels of complexity. The incumbent analyzes and resolves multifaceted technical problems that may impact multiple systems, users, and operational workflows. Assignments often require independent judgment and prioritization in high-pressure situations.
The work directly supports USAGM’s global broadcasting mission by ensuring the availability and performance of mission-critical systems. Effective performance enables uninterrupted news production and distribution, while failures may significantly impact broadcast operations and audience reach.
Contacts include USAGM employees, broadcast personnel, IT staff, contractors, and external vendors at various organizational levels.
Contacts are made to resolve technical issues, provide system support, deliver training, coordinate escalations, and ensure continuity of broadcast operations.

Responsibilities

Serves as the first point of contact for all IT incidents and service requests submitted through authorized intake channels (phone, email, self-service portal, chat, and walk-up).
Receives, logs, categorizes, and prioritizes incidents and service requests using the agency’s IT Service Management (ITSM) tool (Ivanti).
Performs initial diagnosis and troubleshooting of hardware, software, network connectivity, VPN, email, Active Directory, and enterprise application issues
Provides Tier I support for broadcast and enterprise IT systems, resolving escalated incidents.
Serves as first point of contact for IT incidents and service requests.
Performs basic troubleshooting for hardware, software, and network issues.
Logs and tracks tickets in ITSM system.
Resolves common issues using SOPs and knowledge base.
Escalates unresolved issues to Tier II or Tier III.
Performs account support tasks (password resets, access requests).
Assists with workstation setup and basic system support.
Maintains accurate documentation of incidents and resolutions.
Provides Tier I and Tier II customer support for broadcasting systems and enterprise IT environments, including direct troubleshooting and resolution of hardware, software, and application issues.
Performs real-time problem analysis and resolution for mission-critical issues impacting live broadcast operations.
Documents incidents, troubleshooting steps, and resolutions in agency systems to maintain operational visibility and accountability.
Provides technical guidance to users and advises on appropriate solutions to resolve technical issues.
Basic understanding of IT support principles.
Familiarity with Windows systems and enterprise tools.
Ability to follow procedures and troubleshooting common issues.
Strong communication and customer service skills.
Prepares and maintains trouble call logs, incident reports, and system documentation.
Tracks operational issues and contributes to system improvement efforts through documented analysis.
Supports operational reporting and performance tracking for system reliability and user support.
Performs other related duties as assigned to support mission requirements, including after-hours support, shift coverage, and participation in incident response activities.