Introductory Statement

The incumbent serves as an IT Specialist (Customer Support) within the Digital Media Support Division, Voice of America 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 Voice of America (VOA) and global USAGM operations.

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. 

Duties for this Position

Broadcast Systems Support and Operations:

• Serves 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 Tier II support for broadcast and enterprise IT systems, resolving escalated incidents. 

- Troubleshoots Dalet, ScheduAll, PowerGold, and related broadcast systems. 

- Performs system maintenance, patch validation, and operational monitoring. 

- Escalates complex issues to senior engineers with detailed diagnostics. 

- Supports Active Directory administration and system provisioning. 

- Participates in testing and deployment of system updates. 

- Assists with training users and onboarding support. 

- Maintains documentation, incident logs, and knowledge base updates. 

Customer Support and Incident Resolution:

• Provides Tier I and Tier II 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 Support:

Working knowledge of broadcast workflows (ingest, edit, playout, archive). 

- Familiarity with Dalet and broadcast applications. 

- Strong troubleshooting skills across IT systems. 

- Understanding of Active Directory and networking fundamentals. 

Training and User Enablement:

• Provides 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 Documentation:

• Prepares 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.

Collateral Duties

Performs other related duties as assigned to support mission requirements, including after-hours support, shift coverage, and participation in incident response activities. 

Factor Statements

Factor 1 – Knowledge Required by the Position

• Knowledge of digital media broadcast systems, including ingest, editing, playout, and archival workflows supporting global broadcasting operations. 
• Knowledge of broadcast applications such as Dalet, PowerGold, ScheduAll, and related media systems. 
• Knowledge of IT customer support principles, including incident diagnosis, escalation, and resolution across Tier I and Tier II environments. 
• Knowledge of Active Directory, system administration, and network fundamentals supporting enterprise IT environments. 
• Ability to analyze complex technical issues and implement effective solutions impacting mission-critical broadcast operations. 
• Ability to communicate technical concepts clearly to both technical and non-technical users. 

Factor 2 – Supervisory Controls

The supervisor provides general direction and outlines overall objectives.  The incumbent independently plans and carries out assignments, resolves most technical issues, and determines appropriate methods and troubleshooting approaches.  Complex or unusual issues are coordinated with senior engineers or supervisory personnel.  Work is reviewed based on technical accuracy, effectiveness of solutions, and impact on operations.

Factor 3 – Guidelines

Guidelines include agency IT policies, broadcast system documentation, standard operating procedures, and vendor technical resources.  The incumbent must interpret and adapt guidelines to address complex and evolving technical problems, particularly in broadcast production environments.

Factor 4 – Complexity

The work involves supporting a wide range of broadcast and IT systems with varying levels of complexity.  The incumbent analyzes and resolves multifaceted technical problems that may impact multiple systems, users, and operational workflows.  Assignments often require independent judgment and prioritization in high-pressure situations.

Factor 5 – Scope and Effect

The work directly supports USAGM’s global broadcasting mission by ensuring the availability and performance of mission-critical systems.  Effective performance enables uninterrupted news production and distribution, while failures may significantly impact broadcast operations and audience reach. 

Factor 6 – Personal Contacts

Contacts include USAGM employees, broadcast personnel, IT staff, contractors, and external vendors at various organizational levels.

Factor 7 – Purpose of Contacts

Contacts are made to resolve technical issues, provide system support, deliver training, coordinate escalations, and ensure continuity of broadcast operations.

Factor 8 – Physical Demands

The position involves both sedentary work and physical activity, including lifting and moving equipment weighing up to approximately 50–60 pounds. 

Factor 9 – Work Environment

Work is performed in office, broadcast studio, and technical environments.  The role may require working nights, weekends, or holidays to support continuous broadcast operations.