Regional Information Technology Support Specialist II

RTI International (RTI) is both a global research institute and a leading international development organization based out of North Carolina. At RTI, you will find work you believe in, tackling some of the most complex global challenges of our time. Our mission is to impact the wellbeing of 1 billion people by 2030 through science-based solutions in climate, education, health, and equity. Our staff promote meaningful change around the world helping people live healthier, more productive, and more independent lives.

If you are looking for an opportunity to make a real difference, RTI is the place for you. Join us in our commitment to teamwork, belonging, and the passion to change the world.

The successful incumbent will be part of RTI International's Global Technical Services group reporting directly to the Manager, Regional IT Support.

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.

• High School Diploma and 6 years of experience, Associate's Degree and 4 years of experience, or equivalent combination of education and experience.
• 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.

For San Francisco, CA USA Job Postings Only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Further information is available here.

RTI accepts applications to our job openings from candidates with criminal histories or conviction records in accordance with all applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

For Applicants in Massachusetts Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

The anticipated pay range for this role is listed below. Our pay ranges represent national averages and may vary by location as a geographic differential may be applied to some locations within the United States. RTI considers multiple factors when making an offer including, for example: established salary range, internal budget, business needs, and education and years of work experience possessed by the applicant. Further, salary is merely one element to our offer.

At RTI, we demonstrate our commitment to rewarding individual and team achievement through a total rewards package. This package includes (among other things) a competitive base salary, a generous paid time off policy, merit based annual increases, bonus opportunities and a robust recognition program. Other benefits include a 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, an employee assistance program, and numerous other offerings to support a healthy work-life balance.