This position is responsible for coordinating Technology Department initiatives and delivering high-quality customer support.
Follow ITIL-based best practices to deliver end-to-end customer support in accordance with defined service level agreements. Receive, document, troubleshoot, update, deliver/resolve customer incidents and requests. Image and deploy new hardware, receive and process old hardware, and participate in inventory and asset management. Manage mobile device accounts and execute BYOD processes. Write, edit, update, flag, review, and retire knowledge articles. Monitor security alerts and analyze them for required actions; investigate phishing reports and escalate as necessary; manage malware protection and file encryption software and applications.
Oversees all software license management including basic research for new applications, purchasing and vendor relations, user assignment and license/lifecycle tracking, and general product monitoring for new features, upgrades, and security advisories. Manages all technology invoices, purchase requisitions, accounting and budget tracking. Provides overall office/administrative support as needed.
The position additionally serves as a source of knowledge for general technical support inquiries, advising customers of policy/practice and referring them to proper non-technical service owners where appropriate; assists with staff communication/outreach for all technology initiatives. Additionally, the position may be required to work on-call rotations during non-business hours and special projects, as needed.
- Incident Management / Customer Service: Troubleshoots and resolves technology incidents. Takes ownership and ensures all incidents are resolved against SLAs. When applicable, independently discover and apply workaround solutions. Identifies, prioritizes, tracks and reports on 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 peers solve complex issues and to reduce repeating incidents. (30%)
- Service Requests and Access Management: Receives incoming service requests. 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%)
- Technology Budgeting: Tracks ongoing technology spending activities and ensures alignment with budgets and forecasts; assists management with building annual budgets and quarterly forecasts. Submits purchase requisitions and invoices for processing/approval, including proper G/L account coding. (15%)
- Inventory/Asset Management: Manages application/software licenses, phone and mobile accounts, computer and peripherals inventory, and tools and office supplies. (15%)
- Technology Coordination and Outreach: Supports IT Service Management initiatives, assisting with communication and internal training resources for staff. Supports technology management and all team members with general office duties including report generation, dashboard creation, and inter-departmental communication/relations. Arranges staff meetings, training, travel, and conferences. Contributes to knowledge base articles, monthly tech blog, and other written material for general staff consumption. Serves as the IT representative for cross-departmental and organization-wide projects. (10%)
- IT Service Management: Supports the service management strategy by participating in information security operations, change management, problem management, asset and disposal management, knowledge management, and training initiatives. Participate in projects and project management activities. (5%)
- Other Duties as assigned. (5%)
At least two years of Service Desk or equivalent technology customer support experience. Experience with purchasing, invoicing, and budget management a plus. Experience with non-profit and/or technology industry work environments a plus.
- Outstanding customer service and communication skills (verbal and written). Strong organizational skills.
- Outstanding troubleshooting and problem-solving skills. Excellent discipline/adherence and contribution to operating procedures and published knowledge base resources, as well as corporate and technology policy/practice. 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.
- Must be knowledgeable of current Apple, Windows, and 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 applications within the supported technology portfolio, with depth of knowledge aligned with the applications’ value to the business.
- 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.
National Geographic's headquarters is located in the heart of Washington, D.C. In addition to a unique and dynamic work environment, National Geographic offers its employees a comprehensive benefits package, including health and dental benefits, generous vacation and leave time, a 401(k) plan, and flexible work options. National Geographic is an Equal Opportunity Employer