IT Specialist Digital Support Tier IV

IT Specialist Digital Support Tier IVThe incumbent serves as an IT Specialist (Customer Support) within the Office of Cuba Broadcasting at U.S. Agency for Global Media (USAGM). The position functions as an IT Broadcast Technician, providing advanced technical support for digital media broadcast systems supporting Office of Cuba Broadcasting (OCB).The incumbent is responsible for supporting mission-critical systems used for media ingest, editing, playout, and archiving, and for delivering both Tier I and Tier II technical support to end users. This role requires strong technical expertise in broadcast IT systems, enterprise infrastructure, and user support, along with the ability to troubleshoot complex issues impacting newsroom and broadcast continuity.The position operates in a high-tempo, 24/7 broadcast environment and directly supports the agency's global mission to deliver timely and accurate information worldwide.Broadcast Systems Support and OperationsServes as the first point of contact for all IT incidents and service requests submitted through authorized intake channels (phone, email, self-service portal, chat, and walk-up). Receives, logs, categorizes, and prioritizes incidents and service requests using the agency's IT Service Management (ITSM) tool (Ivanti). Performs initial diagnosis and troubleshooting of hardware, software, network connectivity, VPN, email, Active Directory, and enterprise application issues. Resolves Tier I incidents at first contact where possible, applying documented procedures, knowledge base articles, and standard operating procedures (SOPs). Accurately records all troubleshooting steps, resolutions, and user communications in the ITSM ticket system to maintain a complete audit trail. Escalates unresolved incidents to Tier II support or appropriate functional teams with thorough documentation of diagnostic steps taken and relevant technical details. Monitors ticket queues to ensure service level agreement (SLA) compliance for response and resolution times. Performs password resets, account unlocks, and basic provisioning tasks within Active Directory, Microsoft 365, and other identity management systems.Provides operational support including maintenance, system analysis, installation, and troubleshooting of mission-critical broadcasting systems, including hardware, software, servers, databases, and workstations.Supports digital media systems including Dalet, PowerGold, ScheduAll, and other broadcast applications used for ingest, editing, playout, and archiving.Evaluates, tests, and validates new software releases, upgrades, and patches for broadcast systems prior to production deployment.Ensures continuity and availability of broadcast systems supporting newsroom and production operations.Customer Support and Incident ResolutionProvides Tier I, Tier II and Tier III customer support for broadcasting systems and enterprise IT environments, including direct troubleshooting and resolution of hardware, software, and application issues.Performs real-time problem analysis and resolution for mission-critical issues impacting live broadcast operations.Documents incidents, troubleshooting steps, and resolutions in agency systems to maintain operational visibility and accountability.Provides technical guidance to users and advises on appropriate solutions to resolve technical issues.Systems Administration and Infrastructure SupportManages and supports Active Directory environments, including account administration, authentication, and access control.Supports network communications, system imaging, and workstation deployment activities.Maintains system configurations, ensures compliance with operational standards, and supports lifecycle management of IT systems.Supports installation, configuration, maintenance, and operation of computer hardware and software systems used in digital broadcast operations.Assists in the implementation and sustainment of broadcast platforms including Dalet Galaxy, ScheduAll, Dataminer, and other related systems.Act as Team-Lead Communicates system issues, maintenance activities, and operational impacts to team leads and users as directed.Training and User EnablementProvides technical training and instruction to broadcast personnel on the use of digital media systems and enterprise IT tools.Develops and delivers guidance to improve user proficiency in broadcast production tools and workflows.Supports onboarding of new users and promotes adoption of new technologies and systems.Reporting and DocumentationPrepares and maintains trouble call logs, incident reports, and system documentation.Tracks operational issues and contributes to system improvement efforts through documented analysis.Supports operational reporting and performance tracking for system reliability and user support.Performs other related duties as assigned to support mission requirements, including after-hours support, shift coverage, and participation in incident response activities.