Senior Technology Support Specialist

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'll 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 Microsoft.
• Working knowledge of desktop/mobile conferencing applications as well as general operations for conference room hardware/software.
• Familiarity with all applications within the supported technology portfolio, with depth of knowledge aligned with the applications' value to the business, including work management systems such as Wrike and Jira Work Management.
• Outstanding customer service and communication skills. Outstanding troubleshooting and problem-solving skills. Broad knowledge of technology industry news, emerging trends, current security threats; strong ability to apply that knowledge to customer support situations and act as a general knowledge resource.
• Excellent discipline/adherence to operating procedures and published knowledge base resources, as well as corporate and technology policy/practice.
• Ability to function in a dynamic environment subject to changes in schedules and priorities. Ability to interact positively and productively with teams across organizational lines.
• ITIL v3 or v4 certification and/or experience with IT Service Management a plus, particularly experience with ServiceNow or Jira Service Management

Supervision

None

Salary Information

The National Geographic Society offers a competitive and holistic total rewards package. Our compensation structure and transparent pay philosophy are based on industry-specific market data for similar-sized nonprofit organizations.

The salary range for this position accounts for a wide range of factors including but not limited to organizational need; specific skill sets; experience and training; certifications; and more. At the National Geographic Society, individuals are typically hired at or near the starting point of the salary range for their role, and compensation decisions are dependent on the facts and circumstances of each case.

The hourly range for this position is $34.72 - $36.54.

Employees in positions who are assigned to a shift that starts or ends between 6 p.m. and 6 a.m. are entitled to shift differential pay of 10% of base pay for the hours worked between 6 p.m. and 6 a.m.

In addition, the National Geographic Society offers a competitive and comprehensive benefits package that includes, but is not limited to, medical, dental, and vision insurance; engaging and comprehensive wellness program; 401(k) retirement savings plan with matching contributions after 6 months of employment; flexible paid time off benefits with up to 22 days of paid annual leave per calendar year (15 days for new hires in their first year, prorated based on the number of pay periods remaining in the year) and 10 days of sick leave; 12 paid holidays and a paid winter break between December 25 and 31 (May not apply to all roles that are required to work during high volume seasons or essential workers. Please check with the hiring manager for confirmation.); paid parental leave, adoption and surrogacy expense reimbursement, fertility benefits; learning and development opportunities; Lifestyle Spending Account; pet adoption assistance and insurance; pre-tax transportation benefits with a generous employer subsidy; employer-paid life insurance and disability benefit; and a variety of National Geographic discounts and perks.

Job Designation

On-Site Flex - Staff members who must be physically present at Base Camp to do the vast majority of their work supporting overall building and museum operations. On-Site Flex staff hours are determined in consultation with supervisors, and are responsive to the needs of the MOE and other building operations, often including nontraditional (M-F, 9 a.m. - 5 p.m.) work hours.

Candidates must be legally authorized to work in the United States. This position is not eligible for visa sponsorship.

We encourage you to apply even if your experience is not a 100% match with the position. We are looking for someone with relevant skills and experience, not a checklist that exactly matches the job description. We want to help you grow and in return, you help us grow into a stronger, more inclusive organization.