Job Description

Job Title: Remote Support Specialist, III
Job ID: 4866
Location: Pittsburgh
Full/Part Time: Full-Time
Regular/Temporary: Regular

Title

Remote Support Specialist - Information Services

Overview of RAND

The RAND Corporation is a research organization that develops solutions to public policy challenges to help make communities throughout the world safer and more secure, healthier and more prosperous. RAND’s research and analysis address issues that impact people everywhere, including security, health, education, sustainability, growth, and development. Headquartered in Santa Monica, California, RAND has close to 1,800 people from approximately 50 countries working in offices in North America, Europe, and Australia, with annual revenues of more than $308 million.

RAND is nonprofit, nonpartisan, and committed to the public interest.  Our research is sponsored by government agencies, charitable trusts, and community nonprofits. In addition, we rely on philanthropic support to pursue visionary ideas; address critical problems that are under-researched; shape emerging policy debates; and devise innovative approaches for solving acute, complex, or provocative policy challenges. RAND values objectivity and integrity in both its research processes and internal interactions. We emphasize a collegial environment that respects the contributions and dignity of all staff.

Position Description

RAND is looking for an individual who is interested in working in a fast-paced diverse computing support environment. The Remote Support Specialist plays a strategic role in maintaining positive client relations by communicating effectively with both customers and teammates. This individual will be responsible for remotely solving a diverse variety of computing problems for sophisticated internal research clients throughout the enterprise in an effective, courteous and empathetic manner using established guidelines. Solutions range from providing assistance with product functionality to assisting in problem-solving more detailed, customer-specific needs. In order to be successful, individuals in this position will resolve more than 65% of the issues arising during course of duties.  Duties included but are not limited to:

Qualifications

The required qualifications for the position are:

The preferred qualifications for the position are:

A successful applicant will also exhibit a strong dedication to customer service and have excellent telephone skills.  Excellent oral and written communication skills are essential to the success of this position as a Remote Support Specialist must effectively communicate with customers and technical staff with regards to issues and options for solutions.  This position performs the duties in a fast-paced team environment and a successful applicant must be able to adapt to changing priorities, multiple deadlines, and demonstrate advanced problem solving skills.

Location

While telecommuting is occasionally allowed and/or required, this position primarily works on-site in our Pittsburgh location.

This position does not offer relocation.

Special Note

The primary schedule for this position is 11 am - 8 pm ET. Scheduling may vary during Service Desk hours of operations, 8 am - 8 pm ET, dependent upon staffing needs.

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