Ngs

Technology Support Specialist - Service Desk (Fixed-Term)

Washington, DC

No sponsorshipDetected 30 days ago

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About the role

This role ensures all incidents and service requests are analyzed, resolved, and reported back within SLOs.
Secondary responsibilities involve receipt, analysis, routing and processing of service requests, including user/group access to applications and systems.
This is a Fixed-Term position expected to end 12/31/26.

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%)
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.
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.

Bachelor's Degree or equivalent experience.
2+ years experience with Tier 1 Help Desk roles and responsibilities.
Knowledge and Skills Required
Experience with non-profit and media industry work environments is highly desired.
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.
Candidates must be legally authorized to work in the United States.

Experience with ticketing and work management systems, commercial call centers and related customer support environments is a plus.
ITIL certification preferred.
Experience with IT Service Management, ServiceNow or Jira Service Management, is a plus.

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.
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%)

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.

Minimum Education Required
The National Geographic Society offers a competitive and holistic total rewards package.

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%)
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).
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.

This listing is sourced directly from Ngs's careers page and normalized into a canonical job model.