Technology Services Specialist

Technology Services Specialists serve as the primary point of contact with staff at the National Wildlife Federation for day-to-day technology needs. The background and responsibilities include knowledge of the hardware and software used by NWF staff, confidence and interest in researching and troubleshooting new and existing technologies related to usability, durability, security, and attention to detail and process needed to enable efficient and resilient helpdesk operations.

Personal attributes required for this role: responsiveness to the typical range of technology understanding found in a large workplace, and commitment to a customer ethic that maintains and grows workplace productivity and satisfaction. Specialists are measured on both throughout performance and workplace improvement.

In this role, you will:

• Provide timely support to all staff on NWF-administered business-user hardware and software, including VoIP phones, laptops, mobile device connectivity, operating systems, MS Office, Zoom, and other business
• Respond to requests through multiple means: telephone, email, face-to-face contact and help desk ticketing system (SolarWinds Service Desk). Maintain thorough notes of actions and resolutions, and conduct proper routing and escalations as outlined by the Helpdesk Manager and Director of IT.
• Build and deploy new and existing computers on a set Contribute in maintaining and up-to-date computer asset inventory. Oversee hardware shipping and returns from HQ and all regional offices.
• Administer Office365, Azure (Active Directory, Intune, MFA, and Autopilot) Iru, 1Password, Monotype, Zoom (User, Phone, and Zoom Room System Management), Druva, Adobe Creative Cloud Enterprise, Esri Enterprise, Dell Tech-Direct, Dropbox Enterprise, Splashtop, Mimecast and Google Groups accounts.
• Manage task lists and regularly communicate progress, barriers, and reprioritization needs with
• Contribute to business processes development and Advocate for changes to improve helpdesk operations. Follow SOPs and policies. Contribute to helpdesk operations and IT policy documentation.
• Serve as a project team member on engagements executed within the Operations These can be projects led by other teams with tasks related to IT or IT-driven projects.
• Participate in and support organizational events, both locally and across the Federation’s operating states, by providing IT support and on-site technical assistance as needed.
• Participate in new hardware and software rollout requirements gathering, analysis, rollout planning, and training and adoption services and related performance KPI during and post-implementation.
• Participate in the IT Ambassador Program, create session curricula and steward their assignments and
• Contribute to maintaining an up-to-date Knowledgebase documentation library living in Includes scheduled document reviews and updating.

You will need:

• A+ certification or commensurate
• Advanced skills in MS Office (2019-O365), Active Directory, macOS, and Windows Experience in Office 365 and with SolarWinds ServiceDesk ticketing software a plus.
• Considerable understanding of current and emerging Information Technology, knowledge of IT infrastructure, networks, LANs, WANs, computers, tablets, handheld devices, and telephony (VOIP)
• Detail-oriented, able to follow tasks through to completion including appropriate
• Proven consistency in following SOPs and delivery on SLAs
• Possess hands-on experience in building and maintaining
• Efficient time management and task prioritization flexibility, comfortable with tight deadlines at times
• Able to build trusting, collaborative, and compassionate
• Feels personally accountable for individual and shared
• Self-starter mentality owns problems and pulls in other resources and expertise as needed to sleuth and
• Capable of understanding the broader context and the bigger picture including NWF’s strategic vision and the essentials of our mission.

These proficiencies are typically consistent with at least three years of professional experience.

Required Competencies:

The individual selected for this role is expected to exemplify the National Wildlife Federation's core values (collaboration, mindfulness, empowerment, inclusivity, and mission focus) and demonstrate leadership competencies, including:

Self-Awareness & Learning

• Dedicated to deepening understanding of cultural and systemic racism and the intersectionality of multiple forms of social inequality
• Demonstrates awareness of positional power and privilege (both personally and professionally) and its attendant impacts
• Consistently brings a high level of empathy, emotional intelligence, and social skills to work and interpersonal interactions

Authentic Relationships & Community Partnerships

• Maintains a sophisticated understanding of how group dynamics impact organizational culture, partnerships, campaigns and coalition work
• Demonstrates capacity to maintain relationships across difference
• Openly holds space, and invites others into conversations during sensitive engagements, exhibiting a responsible and respectful demeanor with colleagues and partners

Direct Communication

• Exhibits strong interpersonal skills rooted in teamwork, diplomacy, and respect
• Strives to match intent and impact in all interactions
• Acknowledges when mistakes are made and harm is done; works to repair breaches in relationships

Power Sharing

• Actively seeks feedback, direction, and guidance from all team members
• Keeps colleagues and partners informed of decisions that impact them
• Works to implement collaborative decision-making processes and structures that include voices from different programs and different levels of the organization so that decisions do not belong to a single person but can be collectively owned

Innovation

• Actively seeks new solutions to persistent problems by engaging a diversity of perspectives and experiences
• Practices both/and thinking and the ability to accept ambiguity

Equity Analysis & Action:

• Motivated by values of equity and responsibility to those most marginalized
• Committed to deepening an environmental justice approach in policy priorities, program development and partner engagement
• Demonstrates awareness of the attributes associated with a white dominant culture and takes actions to dismantle hierarchies of oppression within that culture
• Dedicated to advancing NWF's internal equity transformation and compelling partners and allies to incorporate equity into their work

Location and Work Mode:

This position is based out of our Headquarters in Reston, VA. The National Wildlife Federation is committed to a flexible and empowered work environment with an authentic community of care for all staff. In this position, the employee may work in the office, or in a hybrid manner, to be decided jointly with their supervisor in the final stages of the interview process. For more information on Work Modes, please review the benefits section of our careers page:

Compensation

The salary range for this position is $60,000 - $70,000 annually, commensurate with experience.

Physical Requirements

Cognitive & Intellectual Requirements:

• Ability to understand , analyze , and apply complex information, policies, and concepts
• Ability to exercise sound judgment, problem-solve, and make decisions in situations involving ambiguity or competing priorities
• Ability to maintain focus and sustained attention and manage multiple tasks or work-streams
• Ability to listen , interpret , and respond appropriately in discussions with colleagues, leadership, and external stakeholders
• Physical Requirements
• Ability to remain in a stationary position for extended periods of time while working at a computer or attending meetings
• Ability to operate standard office equipment, including computers, keyboards, monitors, telephones, and video conferencing tools
• Ability to communicate and exchange information in person, via telephone, and through electronic or virtual platforms
• Ability to read , review, and produce written and electronic documents, including prolonged use of computer screens
• Ability to move within an office or remote work environment to access files, meetings, or equipment as needed

Work Environment:

• Work is performed primarily in an office or remote environment
• Role may involve extended screen time and participation in virtual meetings

Benefits

We are proud of our designation by Mogul as a Top 100 Workplace with the Best Benefits, and by Forbes as one of America’s best small employers! We value work-life balance and a family-friendly atmosphere with flexible scheduling. We want you to be able to integrate work and personal life with attention to your self-care, so that your work schedule is not depleting. We offer benefits so you feel restored and fueled through the day and week.

We offer these supports to help manage your mental, emotional, and physical health:

• Paid time off: Vacation that starts off at three weeks accrual based on a full-time schedule, unlimited wellbeing (this time can be used for physical, spiritual, emotional, cultural, religious or financial wellbeing for yourself, a partner, or family member – including pets) half day Fridays, and 11 holidays
• We close down for a paid winter break between December 25 to January 1 to recognize end of year stress, and time for reflection, rejuvenation, and spending time with family
• Up to 16 weeks of fully paid Family and Medical Leave
• Low-cost health, dental, and vision insurance options – all outpatient mental health is covered at in-network rates
• Therapist available at no cost
• Pet insurance and discount perk program
• Annual wellbeing allowance

In addition to your salary, we offer the following supports to your personal finances:

• Retirement plan with immediate match and vesting
• Annual year end retirement contribution
• Tuition Reimbursement
• Adoption and Surrogacy assistance
• Pet adoption stipend
• Student Loan management

Applicants are invited to learn more about the National Wildlife Federation’s benefits package at

APPLICATION

Applications will be reviewed on a rolling basis. Candidates should submit a cover letter and resume.

For more information on our recruiting process, please review our Careers page:


We strive to increase diversity, equity, inclusion and justice (DEIJ) in all elements of our work and with our partners to support the interdependent needs of wildlife and people in a rapidly changing world. We recruit, employ, train, compensate, and promote regardless of race, religion, creed, national origin, ancestry, sex (including pregnancy), sexual orientation, gender identity (including gender nonconformity and status as a transgender individual), age, physical or mental disability, citizenship, genetic information, past, current, or prospective service in the uniformed services, or any other characteristic protected under applicable federal, state, or local law. We are proud to be an equal opportunity employer. Applicants are invited to learn more about National Wildlife Federation’s commitment to diversity, equity, and inclusion at

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job, therefore our job descriptions are guidelines, not hard and fast rules. Your experience, which may include paid and unpaid experience, including volunteer work, helps build the competencies and knowledge that translates to our openings. Diversity of experience and skills combined with passion is a key to innovation and a culture of excellence. Therefore, we encourage people from all backgrounds to apply to our positions.

Please let us know if you require accommodations during the application or interview process by reaching us at View email address on click.appcast.io or View phone number on click.appcast.io.

If selected for this position, a background check will be conducted.

Equal Opportunity Employer


This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.