Technology Support Specialist (Evening/Weekend)

National Geographic•Washington, DC

12d•$30 - $31•Onsite

About The Position

The Technology Support Specialist (TSS) is a technical position responsible for delivering end-to-end support to customers in accordance with established service level objectives (SLO). This role 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 the primary channel of staff communication/outreach for all technology support groups and participating corporate service groups. Secondary responsibilities involve receipt, analysis, routing and processing of service requests, including user/group access to applications and systems. The TSS position requires individuals to work on evening/weekend shifts to support organization growth with our new Museum of Exploration, in addition to participating on rotations for business hours, and special projects as needed.

Requirements

Bachelor's Degree or equivalent experience.
2+ years 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.
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 with excellent troubleshooting and problem-solving approach.
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 excel in a dynamic environment subject to changes in schedules and priorities while maintaining a positive collation approach with teams across organizational lines.

Nice To Haves

ITIL certification preferred.
Experience with IT Service Management, ServiceNow or Jira Service Management, is a plus.
Experience with non-profit and media industry work environments is highly desired.

Responsibilities

Incident Management / Customer Service: 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 to expedite resolution and enhance customer satisfaction. Proactively learns and trains other staff members on new applications, operating procedures, and service technologies. Facilitates technology onboarding orientation sessions for new hires. Champions internal channels to proactively offer advice and help to peers on solving technical issues. (60%)
Service Requests and Access Management: 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. (20%)
IT Service Management: Supports the service management strategy by participating in changes to automated workflows, developing knowledge base articles, and promoting adoption of other user self-help services. Performs software licensing audits to ensure compliance and participates in reviewing application portfolio requests. (10%)
Other duties as assigned: Includes providing audiovisual support in meeting rooms or other spaces as needed. (10%)

Benefits

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
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
a variety of National Geographic discounts and perks