Regional IT Support Specialist — Onsite & Remote

RTI International

Durham (NC)

Hybrid

USD 75,000 - 85,000

Full time

4 days ago

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Job summary

RTI International seeks a Regional IT Support Specialist to provide hands-on technical assistance to employees both onsite and remotely. The role includes hardware and software installation, troubleshooting, training, and support via phone, email, and desk-side visits.

You will serve as the primary technology contact for regional offices, manage incidents, support remote access, and maintain asset records while upholding RTI ITS policies and collaborating on projects.

Qualifications

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 directly 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.