Regional IT Support Technician

Principal Duties and Responsibilities Monitor, maintain and provide primary support for IT systems located in assigned region including hardware, software, applications and telephony. Manage helpdesk requests and reporting for assigned region. Provide first-level contact and problem resolution, escalating critical issues in a timely manner as needed. Serve as facilitator for staff in assigned region with subject matter expertise, which includes vendors and staff in HQ offices, to resolve IT Support issues. Assist with IT life-cycle management. Provide technical guidance in coordination of upgrades, rollouts and other related projects. Organize and maintain regional IT inventory and assist with creation and management of regional IT budget. Train, assist and advise USO Center staff in assigned region with optimizing use and capabilities of IT assets in accordance with established policies, procedures and processes. Create, update and maintain support documentation as needed. Monitor/maintain internet services and network services in assigned region and work with satellite/fiber vendors to support/troubleshoot outages or other related issues. Responsible for reviewing and analyzing wireless and internet behaviors using supplied reports and making recommendations and configuring settings to ensure network and internet services are optimized across all centers. Other duties as assigned. This is an in-person position located in Arlington, VA. Job Specifications High School Diploma or equivalent. Bachelor’s Degree and/or Microsoft/CompTIA certification preferred. 4+ years work experience in an IT support role. Relevant experience in a not-for-profit, military, multicultural and/or global organization preferred. Working knowledge of Windows in a client-server network environment. Proficiency with Active Directory user administration, remote access communications and support, including standard help desk procedures, VoIP telephony and Unified Communications protocols, wireless network access technologies and hardware and MS Office applications. Familiarity with Mac operating systems and experience with mobile device management preferred. Good knowledge of wireless network access technologies and hardware including firewall/WAP/satellite setup and configuration. Fluency in English. Ability to speak, read and write in the language of the host country at a native level preferred. Ability to articulate and translate technical concepts to a non-technical audience. Strong interpersonal and customer service skills. Ability to interact with USO Leadership, the general public and military audiences at a variety of levels with integrity and professionalism. Demonstrated ability to exercise sound judgment related to controversial and/or culturally sensitive subjects. Ability to handle confidential information with tact and poise. Must be punctual, organized and self-motivated, with the ability to quickly and easily adapt to changing organizational needs. Ability to achieve desired results while working collaboratively in a team environment. Ability to obtain and maintain proper credentials necessary to access USO Center locations and facilities including but not limited to security, credit and/or background screening, SOFA status, valid driver’s license. Must be a strong advocate of the USO’s mission to lift the spirits of America’s troops and their families. Details The hourly range for this position is $30.77-$40.38. To support pay transparency, this posting includes the anticipated base salary range for this role. Compensation is determined based on several factors including geographic location, relevant experience, specialized skills, certifications, and overall alignment with the position requirements. Our compensation practices are designed to ensure market competitiveness and internal equity across roles and levels. Resume and cover letter are required for full consideration. Background check – education, criminal and driving required. The statements contained herein describe the scope of the responsibility and essential functions of this position but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload. #J-18808-Ljbffr United Way of Massachusetts Bay and Merrimack Valley