Senior IT Support & Training Lead

National Geographic; Washington (District of Columbia); On-site; USD 48,000 - 50,000; Full time

Benefits offered by this job

Health benefits

401(k) with employer match

Generous paid time off

Parental leave

Job summary

National Geographic Society is seeking a Senior Technology Support Specialist to deliver end-to-end IT and AV support, ensuring incidents and requests meet established service levels. The role includes knowledge sharing, training, and on-call rotations for non-business hours and special projects.

You will resolve issues across Windows, macOS, Android, and iOS, using Wrike and Jira Work Management, ServiceNow, and related tools, while maintaining excellent customer service and collaboration with

Qualifications

• Bachelor's degree or equivalent experience required.
• 5+ years in Tier 1 Help Desk roles or similar.
• Strong knowledge of Windows, macOS, Android, iOS.
• Experience with ticketing/work management systems and customer support environments.

Responsibilities

• Lead and deliver end-to-end IT support to meet SLOs.
• Provide basic application training and knowledge sharing.
• Manage incidents, route requests, and escalate when needed.
• Handle access management and service requests across channels.
• Maintain high-quality customer service and cross-team communication.

Skills

Customer service

Communication

Technical troubleshooting

On-call readiness

Education

Bachelor's Degree or equivalent experience

Tools

Wrike

Jira Work Management

ServiceNow

Jira Service Management

Job description

National Geographic Society is seeking a Senior Technology Support Specialist to deliver end-to-end IT and AV support, ensuring incidents and requests meet established service levels. The role includes knowledge sharing, training, and on-call rotations for non-business hours and special projects.

You will resolve issues across Windows, macOS, Android, and iOS, using Wrike and Jira Work Management, ServiceNow, and related tools, while maintaining excellent customer service and collaboration with