Regional Information Technology Support Specialist

RTI International•Durham, NC

1d•$75,000 - $85,000•Hybrid

About The Position

RTI International is seeking a customer-focused Regional IT Support Specialist to provide hands-on technical assistance to employees working onsite and remotely. Support will be delivered by phone, email, remote-support tools, and desk-side visits and will include hardware and software installation, troubleshooting, training, and general technology support. In this role, you will serve as a primary technology contact for employees in regional and project offices. The successful candidate will be a dependable, self-motivated problem solver who can manage multiple priorities while delivering responsive and professional customer service.

Requirements

Bachelor’s degree in computer science or related technical discipline, plus five years of directly related experience or an equivalent combination of education and relevant experience(Note: A bachelor's level degree is equivalent to 6 years of direclty related experience).
Working knowledge of Microsoft Active Directory.
Demonstrated proficiency with Microsoft Windows and Microsoft Office applications.
Demonstrated analytical, troubleshooting, and problem-solving abilities.
Demonstrated ability to understand, diagnose, and resolve technical problems.
Demonstrated customer-service and relationship-building skills.
Excellent written, verbal, and interpersonal communication skills.
Demonstrated ability to explain technical information clearly to audiences with varying levels of technical knowledge.

Responsibilities

Serve as a primary point of contact for technology-related issues affecting onsite and remote employees in regional and project offices.
Receive and manage incidents and service requests, including troubleshooting, documenting, resolving, and escalating issues as appropriate.
Provide technical support by phone, email, remote-control tools, and desk-side visits.
Assist with Help Desk calls and support tickets as needed.
Support employees experiencing remote-access issues involving wired and wireless networks, VPN connections, and web-based remote-access technologies.
Provide basic technical assistance for ancillary office equipment, such as copiers and multifunction devices.
Install, configure, repair, upgrade, and image laptops and desktop computers.
Install and configure network and local printers, peripherals, mobile devices, and related equipment.
Coordinate and perform software installations and provide basic end-user instruction.
Maintain accurate hardware and equipment records using designated asset-management systems.
Configure equipment and software that enable employees to connect securely to RTI networks and resources.
Provide technical and purchasing support for approved smartphones and mobile devices.
Support voice, video, and web-conferencing technologies.
Assist with telephone installations, office moves, and troubleshooting.
Conduct technology orientation sessions for new employees.
Provide individual and group training to increase awareness and understanding of ITS services, procedures, security requirements, and best practices.
Support ITS projects by completing onsite activities and providing insight into regional technology needs.
Schedule and oversee onsite service calls involving external service providers and vendors.
Remain current with and follow all RTI and ITS policies, standards, and procedures.

Benefits

competitive base salary
generous paid time off policy
merit based annual increases
bonus opportunities
robust recognition program
competitive range of insurance plans (including health, dental, life, and short-term and long-term disability)
access to a retirement savings program such as a 401(k) plan
paid parental leave for all parents
financial assistance with adoption expenses or infertility treatments
financial reimbursement for education and developmental opportunities
employee assistance program
numerous other offerings to support a healthy work-life balance