JOB DESCRIPTION

Responsibilities

Provide technical support to onsite staff and telecommuters in the region via phone, email, remote control tool or desk-side visits. Support includes but is not limited to hardware and software installation, troubleshooting, and training. Serve as a point of contact for staff in the regional offices. Manage IT assets and assists Production Support with network and server related tasks Essential Duties: Main purpose of job (List primary duties that occupy a majority of incumbent time in order of importance.) Stay current with and adhere to RTI/ITS posted policies and procedures as developed and approved by ITS department directors. Serve as a point of contact for regional office/project office onsite and remote end-user related issues. Case-manage incoming incidents by troubleshooting, documenting and escalating incidents and requests as required. Maintain hardware inventory via designated asset tracking system(s) Perform installations, repairs, upgrades and/or imaging for laptops, desktops; install and configure network/local printers, peripheral components and other equipment as required. Coordinate and perform software installations and provide basic end user training. Perform basic server and network connectivity testing under the direction of ITS Production Support or Engineering (e.g., firewall upgrades, physical cabling repairs and patches, etc.). Configure equipment to enable staff to remotely connect to RTI networks and resources using VPN software and/or SSL/VPN web-based technologies and provide users with training and technical support for remote-access issues (e.g. hardwire/wireless networks, VPN, etc.). Provide technical and purchasing support for Goodlink and Blackberry subscribers (Smart phones and PDAs). Provide support for voice, video and/or web conferences. Assist with telephone installations, moves and troubleshooting. Support ITS projects as needed by completing activities onsite or providing input on regional needs. Provide individual and/or group training sessions to increase awareness and enhance end users’ knowledge of ITS’s services, best practices, and procedures. Conduct IT-related new hire orientation training. Provide recommendations and coordinate technology-related purchases for end-users and business units. Schedule and supervise on-site service calls with service providers and vendors. Monitor local server hardware and backup systems and perform basic server backup routines as needed. Provide ad hoc support for ancillary office equipment (i.e., copier jams, fax machines, etc.). Assist with Help Desk calls and tickets as needed. May assume a team lead role assisting the Manager , Regional IT Support with project management, special delivering the promise of science for global good assignments and/or managing workload

Qualification

Excellent written, verbal and interpersonal skills.Typical Education & Experience Requirements: Judgment of an acceptable equivalent combination, on an individual basis, is the responsibility of Management. High School Diploma and 6 years of experience, Associate’s Degree and 4 years of experience, or equivalent combination of education and experience. Skills & Abilities Below are skills and abilities required to perform the essential duties of this job. Working knowledge of Active Directory. Customer-focused “self-starter” with the ability to work both independently and on a team, with minima Excellent organizational skills. Professional demeanor, strong customer relations skills. Proven analytical, troubleshooting and problem-solving abilities. Aptitude for understanding and troubleshooting technical problems. Strong competency in Microsoft Windows and Office Suites. Ability to prioritize and perform a variety of concurrent tasks with minimal direction. Ability to effectively and clearly deliver information to a range of audiences. Ability to manage multiple priorities and effectively manage workload and make wise use of time. Ability to routinely lift equipment up to 45lbs. Able to travel to satellite offices for ITS support needs. Highly self-motivated with a keen attention to detail. Punctual, regular, and consistent attendance. Demonstration of the RTI Values and Lead Forward behaviors by all employees is critical to the Institute’s success

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements