This is a technical position responsible for providing Tier 2 / Tier 3 administration and support of Windows OS computers, mobile devices, and office and business automation equipment (multifunction printers, fax machines, credit card readers, etc.) This includes break/fix incident support and service request fulfillment, operating system and user interface configuration, application installation, security tuning and encryption, and training users and Tier 1 staff. Other primary responsibilities include the engineering and administration of enterprise desktop/mobile device management systems and other automation tools to develop scripts and packages for deploying images, and testing and distributing configuration changes, updates, patches, and software applications.
Additional responsibilities include: following established protocols for investigating and remediating cyber-security incidents; tracking assets; creating and executing change requests; performing reactive and proactive problem management; and participating in other technical projects as assigned.
This position will be required to participate in on-call rotations for non-business hours as well as Tier 1 service desk shifts as needed. It will also provide technical support for Museum / Special Event hardware and software which requires working occasional evening hours.
- Windows/Mobile Device Technical Support: Performs Tier 2 / Tier 3 break/fix incident support and service request fulfillment for Windows and mobile device hardware and software. Uses remote management tools to provide user support when escalated from the Service Desk. Creates documentation and knowledge articles, and performs mentoring and training activities to assist users and Tier 1 staff. (60%)
- Desktop/Mobile Device Management: Performs or coordinates design, build, and deploy activities for Windows and mobile devices. Uses desktop/mobile device management tools to create master images, and perform routine maintenance tasks for ensuring corporate devices are patched, updated, and secure. Uses automation software to create and run scripts, deploy application packages, install software, and make system configuration changes. Configures malware protection and disk/file encryption applications. Investigates, remediates, or escalates security alerts when they arise. Manages the enterprise backup system to ensure corporate devices are consistently backed up. Maintains remote support management system. Performs inventory management and asset tracking. (20%)
- Computer Deployments: Coordinates or performs hands-on deployment of corporate computers and mobile devices, including backup and restore of user data. Provides user training when necessary. Provides hardware and technical support for special events, sometimes requiring a rapid turnaround. (10%)
- Museum Support: Provides break/fix support for incidents and service requests for Museum technologies, as well as on-site technical support for live events which will require occasional evening hours. (5%)
- Museum Store Support: Provide vendor management and on site, hands on support to Museum Store. Support and coordinate with off site vendor to support store environment of 5 Point of Sale terminals and server and related equipment. (5%)
- 5 years experience with integrating and supporting Windows computers, printers, and peripherals, including three years experience in an enterprise environment.
- Experience with market leading Windows/mobile device hardware and software management systems, preferably Kace, SCCM, or Ivanti solutions.
- Experience creating and deploying images, using scripting and automation tools to perform routine and complex device configuration tasks, and configuring Active Directory group policies.
- Hands-on technical experience supporting Windows and mobile devices in an enterprise environment is required.
- Ability to function in a dynamic environment subject to changes in schedules and priorities.
- Ability to participate in multiple projects concurrently from inception to completion with limited management supervision.
- Excellent oral and written communication skills. Ability to interact positively and productively with teams across organizational lines.
- Strong customer service, troubleshooting and problem solving a must. CompTia A+ Certification or equivalent required. Microsoft Windows certifications (MCSA and/or MCSE) preferred.
- ITIL v3 certification and/or experience with IT Service Management a plus.
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