IT Specialist Digital Support Tier III

Job DetailsJob Location: Washington Headquarters - Washington, DC 20237Salary Range: $60.10 - $60.10 HourlyJob Purpose: - The IT Specialist Digital Support PD Tier III at the United States Agency for Global Media is responsible for providing advanced technical support and solutions for digital platforms and systems. The role involves troubleshooting complex issues, ensuring system integrity, and enhancing user experience through effective problem resolution and system optimization. Key Responsibilities: - Provide Tier III technical support for digital platforms and systems, addressing complex issues and ensuring timely resolution. - Collaborate with cross-functional teams to identify, analyze, and resolve system and application problems. - Develop and implement strategies to optimize system performance and enhance user experience. - Maintain and update documentation related to system configurations, processes, and troubleshooting procedures. - Conduct regular system audits and assessments to ensure compliance with organizational standards and policies. - Assist in the deployment and integration of new digital tools and technologies. - Train and mentor junior IT staff, providing guidance and support in troubleshooting and problem-solving. - Stay current with emerging technologies and industry trends to continuously improve support processes and systems. QualificationsRequired Education: - Bachelor's degree in Information Technology, Computer Science, or a related field from an accredited institution. Required Experience: - Minimum of 5 years of experience in IT support, with a focus on digital platforms and services. - Proven track record of working in a Tier III support role, handling complex technical issues. - Experience in a global media environment or similar industry is highly desirable. - Demonstrated ability to manage and resolve high-level technical problems efficiently. Required Skills and Abilities: - Strong knowledge of digital media technologies and platforms. - Expertise in troubleshooting and resolving advanced IT issues related to digital support. - Excellent communication skills, with the ability to convey technical information to non-technical stakeholders. - Proficiency in various operating systems, including Windows, macOS, and Linux. - Ability to work independently and collaboratively in a fast-paced, dynamic environment. - Strong analytical and problem-solving skills, with a keen attention to detail. - Ability to prioritize tasks effectively and manage multiple projects simultaneously. - Familiarity with ITIL processes and best practices for IT service management.