Regional IT Support Technician

the USO•Arlington, VA

2d•Onsite

About The Position

The Regional IT Support Technician is responsible for providing technology services and support to USO operations within their area of responsibility. This is an in-person position located in Arlington, VA.

Requirements

High School Diploma or equivalent.
4+ years work experience in an IT support role.
Working knowledge of Windows in a client-server network environment.
Proficiency with Active Directory user administration, remote access communications and support, including standard help desk procedures, VoIP telephony and Unified Communications protocols, wireless network access technologies and hardware and MS Office applications.
Good knowledge of wireless network access technologies and hardware including but not limited to firewall/WAP/satellite setup and configuration.
Fluency in English.
Ability to articulate and translate technical concepts to a non-technical audience.
Strong interpersonal and customer service skills.
Ability to interact with USO Leadership, the general public and military audiences at a variety of levels with integrity and professionalism.
Demonstrated ability to exercise sound judgment related to controversial and/or culturally sensitive subjects.
Ability to handle confidential information with tact and poise.
Must be punctual, organized and self-motivated, with the ability to quickly and easily adapt to changing organizational needs.
Ability to achieve desired results while working collaboratively in a team environment.
Ability to obtain and maintain proper credentials necessary to access USO Center locations and facilities including but not limited to security, credit and/or background screening, SOFA status, valid driver�s license.
Must be a strong advocate of the USO�s mission to lift the spirits of America�s troops and their families.

Nice To Haves

Bachelor�s Degree and/or Microsoft/CompTIA certification preferred.
Relevant experience in a not-for-profit, military, multicultural and/or global organization preferred.
Familiarity with Mac operating systems and experience with mobile device management preferred.
Ability to speak, read and write in the language of the host country at a native level preferred.

Responsibilities

Monitor, maintain and provide primary support for IT systems located in assigned region including but not limited to hardware, software, applications and telephony.
Manage helpdesk requests and reporting for assigned region.
Provide first-level contact and problem resolution, escalating critical issues in a timely manner as needed.
Serve as facilitator for staff in assigned region with subject matter expertise, which includes vendors and staff in HQ offices, to resolve IT Support issues.
Assist with IT life-cycle management.
Provide technical guidance in coordination of upgrades, rollouts and other related projects.
Organize and maintain regional IT inventory and assist with creation and management of regional IT budget.
Train, assist and advise USO Center staff in assigned region with optimizing use and capabilities of IT assets in accordance with established policies, procedures and processes.
Create, update and maintain support documentation as needed.
Monitor/maintain internet services and network services in assigned region and work with satellite/fiber vendors to support/troubleshoot outages or other related issues.
Responsible for reviewing and analyzing wireless and internet behaviors using supplied reports and make recommendations and configure settings to ensure network and internet services are optimized across all centers.
Other duties as assigned.