Senior IT Support & Service Delivery Lead

ngs; Washington (District of Columbia); On-site; USD 65,000 - 95,000; Full time

Job summary

National Geographic Society is seeking a Senior Technology Support Specialist to deliver end-to-end IT support and maintain service levels. You will analyze incidents, provide knowledge to staff, and participate in on-call rotations for after-hours work and special projects.

The role requires 5+ years in Tier 1 help desk, solid experience with ticketing/work management systems, and strong knowledge of Windows, macOS, and Android platforms. A Bachelor's degree or equivalent experience is expected.

Qualifications

• Bachelor's degree or equivalent experience.
• At least 5 years in Tier 1 Help Desk roles.
• Experience with ticketing and work management systems.
• Experience in non-profit or media environments is a plus.
• Strong knowledge of Windows, macOS and Android platforms.

Responsibilities

• Provide end-to-end IT support aligned with SLOs.
• Analyze, resolve, and report incidents and service requests.
• Lead staff communications and basic application training.
• Participate in on-call rotations for after-hours and special projects.
• Develop knowledge base articles and reports for management.

Skills

Customer support

Technical troubleshooting

On-call availability

Ticketing systems

Policy knowledge

Education

Bachelor's degree or equivalent experience

Tools

Ticketing systems

Work management systems

Microsoft Windows

macOS / iOS / Android

Job description

National Geographic Society is seeking a Senior Technology Support Specialist to deliver end-to-end IT support and maintain service levels. You will analyze incidents, provide knowledge to staff, and participate in on-call rotations for after-hours work and special projects.

The role requires 5+ years in Tier 1 help desk, solid experience with ticketing/work management systems, and strong knowledge of Windows, macOS, and Android platforms. A Bachelor's degree or equivalent experience is expected.