Regional Information Technology Support Specialist

Why RTI

RTI International is an independent, scientific research institute dedicated to improving the human condition. Our vision is to address the world's most critical problems with technical and science-based solutions in pursuit of a better future. Clients rely on us to answer questions that demand an objective and multidisciplinary approach—one that integrates expertise across social, statistical, data, and laboratory sciences, engineering, and other technical disciplines to solve the world’s most challenging problems.We believe in the promise of science and technical solutions, and we push ourselves every day to deliver on that promise for the good of people, communities, and businesses in the US and around the world. If you are looking for the opportunity to make a real difference, RTI is the place for you.

About the Hiring Group

We are currently seeking a customer-focused Regional IT Support Specialist to provide hands-on technical assistance to employees working onsite and remotely. Support will be delivered by phone, email, remote-support tools, and desk-side visits and will include hardware and software installation, troubleshooting, training, and general technology support.

 

In this role, you will serve as a primary technology contact for employees in regional and project offices. The successful candidate will be a dependable, self-motivated problem solver who can manage multiple priorities while delivering responsive and professional customer service.

What You'll Do

End-User Support

• 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.

Hardware, Software, and Asset Management

• 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.

Collaboration and Training

• 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.

What You'll Need

• 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 direclty 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.

EEO & Pay Equity Statements

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.

Hiring Salary Range

$75,000-$85,000.00