RTI International is one of the world's leading research institutes, dedicated to improving the human condition by turning knowledge into practice. We have more than 3,800 professionals providing research and technical services to governments and businesses in more than 40 countries in the areas of health and pharmaceuticals, education and training, surveys and statistics, advanced technology, international development, economic and social policy, energy, and the environment.

RTI International is seeking individuals of intellect, creativity, and commitment who understand the vital connection between focused research and social results, who realize that furthering a career in science and study can provide a significant benefit to society.

At RTI, we want you to think independently and act collaboratively -- your research will require the former and our multidisciplinary environment will foster the latter. We are dedicated to improving the human condition by turning your knowledge into practice and helping you bring your ideas to bear on a world that needs your drive and your enthusiasm.

Computer Support Specialist 2 - Waltham, MA

This position is primarily responsible for servicing basic computer support issues as well as the ability to support users and troubleshoot basic operating systems issues as well as provide support for Office Applications beyond basic installation.

Responsibilities

* Follow RTI/ITS procedures
* Diagnose, solve, document, and report a wide range of hardware and software problems, both new and recurring
* Perform hardware upgrades, e.g., install memory, hard drives, network cards
* Set up and configure PCs, laptops, printers, and other equipment
* Perform local and network installations of software and help users access and use this software
* Work to answer and resolve user questions and problems
* Set up presentations for use with laptop, display projector and videoconferencing
* Configure laptops to connect to RTI from domestic and international locations using VPN and iPass software.
* Assist RTP Telecom Technicians with phone moves and troubleshoot basic telecom issues
* Diagnose, solve, document, and report a wide range of problems with the Microsoft Office Professional application suites.
* Analyze the way an end user works with MS Office applications and make recommendations regarding basic use of office applications including creating, organizing and printing office documents.
* Applies analysis techniques and procedures, including consulting with users, to determine hardware, software or systems functional specifications.
* Based on user requirements, may analyze, test and document software systems to determine suitability to needs.
* Investigate/research alternative solutions, both hardware and software, make recommendations, and prepare purchase requisitions for computer hardware/software
* Write procedures for complex support tasks

Qualifications

* Education Required: Education Required: Bachelor's Degree in Computer Science, Information Systems or other related field or equivalent work experience.
* Experience Required: 5 years of IT work related experience. 1-2 years experience leading project teams.
Certifications preferred:
* A+
* Microsoft Certified Desktop Support Technician
* Microsoft Office Master Certification
* Apple Certified Help Desk Specialist
* Red Hat Certified Engineer
This position builds on the Computer Support Specialist 1 position. This position is primarily responsible for supporting users on a variety of issues with Microsoft and non-Microsoft operating systems as well as an increased level of technical skill with Microsoft Office applications. This position is expected to provide support and an escalation point to their support colleagues. This position provides additional support to users by proactively analyzing work flow, looking for ways to increase efficiency and train users. This position may assume a lead role within the team assisting Supervisor with project management and/or managing workloads.
Position has the same responsibilities of the Computer Support Specialist as well as:
Diagnose, solve, document, and report a wide range of problems with non-Microsoft operating system such as Macintosh or Linux.
* Participate in beta testing of new applications and technologies, make recommendations, and prepare end users for implementation.
* Write procedures for very complex support tasks.
* Prepare and give seminars on operating system and applications software
* Must be aware of regulatory issues as they impact the business units supported.
* Write How To" documents for end users
* Supports business unit specific applications, processes and work flows.
* Oversees, defines and monitors critical path activities and resolves issues or escalates issues as needed.
CSS I
Certifications preferred:
* A+
* Microsoft Certified Desktop Support Technician
* Microsoft Office Expert Certification

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Equal Employment Opportunity

We are proud to be an EEO/AA employer M/F/D/V

To apply for this position, go to www.rti.org/careers and apply on line for position number 12306