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Senior Technology Support Specialist

National Geographic Society
Washington, USA
Full-time
Senior · 5+ years experience
Onsite
$34.72 - $36.54 / hour
Discovered 5 days ago
jiraservicenow

Full Job Posting

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
  • 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.
  • W e 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.
  • Minimum Years and Type of

Preferred Qualifications

  • 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.
  • ITIL v3 or v4 certification and/or experience with IT Service Management a plus, particularly experience with ServiceNow or Jira Service Management

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