Senior Technology Support Specialist

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

How You'll Contribute

Technology is the engine providing digital experiences for the National Geographic Society. From our staff to our constituents, Technology provides the power to amplify National Geographic's impact through value-based product delivery, transformational data services, and world-class support and infrastructure services. These services include employee training and technical support, audio/visual production, device management, enterprise architecture, network management, on-premise and cloud computing, information security, identity management, data management and integration, product management, user experience design, software development, systems engineering, and systems administration. Technology comprises five teams: Business Products, Constituent Products, Data Products, Infrastructure & Security, and Technology Support Services.

How You've Contribute

The Senior Technology Support Specialist position is responsible for leading and delivering end-to-end support to customers in accordance with established service level objectives (SLOs). Ensures all incidents and service requests are analyzed, resolved, and reported back within SLOs. Serves as a source of knowledge for general inquiries, advising customers of policy/practice and referring them to proper non-technical service owners where appropriate; acts as team lead for staff communication/outreach and provides basic application training.. Additional responsibilities involve receipt, analysis, routing and processing of service requests, including user/group access to applications and systems. The Position will be available to participate in on-call rotations for non-business hours and special projects as needed.

Your Impact

Your Impact & Responsibilities

• IT Service Management (30%): Supports the service management strategy by participating in changes to automated workflows, developing knowledge base articles, and promoting adoption of other user self-service options. Uses KPI data and IT service management best practices to drive continuous improvement efforts for reducing response and resolution time and improving other operational performance metrics. Produces reports and presents findings and recommendations to management.
• Staff Training and Communications (20%) : Develops, maintains, and delivers IT-related presentations for onboarding new employees. Provides basic application training and/or produces training content for enterprise productivity applications. Works with management to identify impactful technology training programs. Works with management and other stakeholders to provide consistent communication to staff about technology news, project updates, etc. through multiple channels.
• Incident Management (20%): Troubleshoots and resolves technology and audiovisual problems reported via phone, web, in-person, and other communication channels. Takes ownership of day-to-day tasks and ensures all incidents are resolved against SLOs. Identifies, prioritizes, tracks and escalates significant incidents (Outages, VIPs) to leadership teams and other internal technology groups in order to expedite resolution and enhance customer satisfaction. Proactively learns and trains other staff members on new applications, operating procedures, and service technologies. Champions internal channels to proactively offer advice and help to peers on solving technical issues.
• Service Requests and Access Management (15%) : Receives incoming service requests via all accepted communication channels. Evaluates requests for compliance with policy/practice and operating procedures, working with customers to modify requests or identify alternatives where appropriate. Processes requests and monitors/ensures that approval and fulfillment workflows are completed by both technical and non-technical personnel in a timely manner. Performs software licensing audits to ensure compliance, and participates in advancing application portfolio requests through their lifecycle.
• Service Desk/Customer Service (5%): Works with management to establish and follow guidelines and best practices for ensuring complete service desk coverage during business hours, and striving to provide as near real-time support as possible for walk-up and remote staff as well as for staff using meeting rooms, offices, desks, and other workspaces.
• Other duties as assigned (10%)

What You'll Bring

Education Required

• Bachelor's Degree or equivalent experience.

Minimum Years and Type of Experience

• At least 5 years of experience with Tier 1 Help Desk roles and responsibilities. Experience with ticketing and work management systems, commercial call centers and related customer support environments is a plus. Experience with non-profit and media industry work environments is a plus.

Necessary Knowledge and Skills

• Strong knowledge of current Microsoft, Apple, Android operating systems for both desktop and mobile platforms, as well as core office productivity packages from Google and Micro