Broadcast IT Specialist - 24/7 Live Ops & Support

United States Agency for Global Media (USAGM); Florida; On-site; USD 75,000 - 105,000; Full time

Job summary

The Office of Cuba Broadcasting at USAGM in Doral, FL seeks an IT Specialist (Customer Support) to provide advanced technical support for broadcast IT systems and user assistance. You will manage incidents, support ingest/edit/playout/archival workflows, and ensure continuity of newsroom operations.

Responsibilities include maintaining Active Directory, Microsoft 365, and enterprise applications, testing software releases, and guiding users in using digital media tools.

Qualifications

• Knowledge of digital media broadcast systems, including ingest, editing, playout, and archival workflows.
• Knowledge of broadcast applications such as Dalet, PowerGold, ScheduAll, and related media systems.
• 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.

Responsibilities

• Serves as the first point of contact for IT incidents and service requests using ITSM tools.
• Provides Tier I–III support for broadcasting systems and enterprise IT environments.
• Troubleshoots hardware, software, and network issues to ensure continuity of broadcasts.
• Maintains system configurations and supports deployment of broadcast platforms.
• Trains users and documents solutions for ongoing support.

Skills

IT support

Broadcast IT systems

Active Directory

Microsoft 365

Troubleshooting

Communication

Tools

Dalet

PowerGold

ScheduAll

Dataminer

Ivanti ITSM

Job description

The Office of Cuba Broadcasting at USAGM in Doral, FL seeks an IT Specialist (Customer Support) to provide advanced technical support for broadcast IT systems and user assistance. You will manage incidents, support ingest/edit/playout/archival workflows, and ensure continuity of newsroom operations.

Responsibilities include maintaining Active Directory, Microsoft 365, and enterprise applications, testing software releases, and guiding users in using digital media tools.