The National Geographic Society uses the power of science, exploration, education and storytelling to illuminate and protect the wonder of our world. The Senior Technology Support Specialist leads and delivers end-to-end technology support to staff in line with established service level objectives (SLOs). The role ensures all incidents and service requests are analyzed, resolved and reported within SLOs; serves as a knowledge source for general inquiries; acts as team lead for staff communication and outreach; and provides basic application training. The position also handles the receipt, analysis, routing and processing of service requests, including user/group access to applications and systems, and is available for on-call rotations for non-business hours and special projects.
Key responsibilities:
- IT Service Management (30%): Participate in changes to automated workflows, develop knowledge base articles, promote user self-service, use KPI data and ITSM best practices to drive continuous improvement, and produce reports and recommendations for management.
- Staff Training and Communications (20%): Develop and deliver IT onboarding presentations, provide basic application training and training content for enterprise productivity applications, and communicate technology news and project updates to staff.
- Incident Management (20%): Troubleshoot and resolve technology and audiovisual problems reported through multiple channels, own day-to-day incident resolution against SLOs, and escalate significant incidents (outages, VIPs).
- Service Requests and Access Management (15%): Receive and evaluate service requests for policy compliance, monitor approval and fulfillment workflows, and perform software licensing audits.
- Service Desk/Customer Service (5%): Help ensure full service desk coverage during business hours and near real-time support for walk-up and remote staff.
- Other duties as assigned (10%).
Requirements:
- Bachelor's degree or equivalent experience.
- At least 5 years of experience with Tier 1 Help Desk roles and responsibilities; experience with ticketing and work management systems, call centers, and non-profit or media environments is a plus.
- Strong knowledge of Microsoft, Apple and Android operating systems and Google and Microsoft productivity suites; working knowledge of conferencing applications and conference room hardware/software.
- Familiarity with work management systems such as Wrike and Jira Work Management.
- Outstanding customer service, communication, troubleshooting and problem-solving skills.
- ITIL v3 or v4 certification and/or ITSM experience (ServiceNow or Jira Service Management) is a plus.
On-Site Flex position based at the Washington, DC headquarters. Full time. Hourly range: $34.72 - $36.54. Benefits include medical, dental and vision insurance, 401(k) with match, generous paid leave and holidays, and paid parental leave.
HOW TO APPLY:
Apply online via the National Geographic Society Workday careers site. Candidates must be legally authorized to work in the United States; the position is not eligible for visa sponsorship.
https://ngs.wd1.myworkdayjobs.com/ngs_external_career_site/job/Washington-DC/Senior-Technology-Support-Specialist_R2200/apply