How You’ll Contribute
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.Your Impact
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%)
Work Shift
This is an evening shift position that includes evenings and weekends. The schedule may change based on business needs.
Minimum Education Required
Bachelor's Degree or equivalent experience.
Minimum Years and Type of 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.
Knowledge and Skills Required
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.
Desired Qualifications
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.
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 $29.69 - $31.25. 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.