Technology Services Specialist

Technology Services SpecialistTechnology 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 businessRespond 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 withContribute 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 andContribute to maintaining an up-to-date Knowledgebase documentation library living in Includes scheduled document reviews and updating.You Will Need:A+ certification or commensurateAdvanced 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 appropriateProven consistency in following SOPs and delivery on SLAsPossess hands-on experience in building and maintainingEfficient time management and task prioritization flexibility, comfortable with tight deadlines at timesAble to build trusting, collaborative, and compassionateFeels personally accountable for individual and sharedSelf-starter mentality owns problems and pulls in other resources and expertise as needed to sleuth andCapable of understanding the broader context and the bigger picture including NWF's strategic vision and the essentials of our mission.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 & LearningDedicated to deepening understanding of cultural and systemic racism and the intersectionality of multiple forms of social inequalityDemonstrates awareness of positional power and privilege (both personally and professionally) and its attendant impactsConsistently brings a high level of empathy, emotional intelligence, and social skills to work and interpersonal interactionsAuthentic Relationships & Community PartnershipsMaintains a sophisticated understanding of how group dynamics impact organizational culture, partnerships, campaigns and coalition workDemonstrates capacity to maintain relationships across differenceOpenly holds space, and invites others into conversations during sensitive engagements, exhibiting a responsible and respectful demeanor with colleagues and partnersDirect CommunicationExhibits strong interpersonal skills rooted in teamwork, diplomacy, and respectStrives to match intent and impact in all interactionsAcknowledges when mistakes are made and harm is done; works to repair breaches in relationshipsPower SharingActively seeks feedback, direction, and guidance from all team membersKeeps colleagues and partners informed of decisions that impact themWorks 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 ownedInnovationActively seeks new solutions to persistent problems by engaging a diversity of perspectives and experiencesPractices both/and thinking and the ability to accept ambiguityEquity Analysis & Action :Motivated by values of equity and responsibility to those most marginalizedCommitted to deepening an environmental justice approach in policy priorities, program development and partner engagementDemonstrates awareness of the attributes associated with a white dominant culture and takes actions to dismantle hierarchies of oppression within that cultureDedicated to advancing NWF's internal equity transformation and compelling partners and allies to incorporate equity into their workLocation 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.CompensationThe salary range for this position is $60,000 - $70,000 annually, commensurate with experience.Physical RequirementsCognitive & Intellectual Requirements:Ability to understand, analyze, and apply complex information, policies, and conceptsAbility to exercise sound judgment, problem-solve, and make decisions in situations involving ambiguity or competing prioritiesAbility to maintain focus and sustained attention and manage multiple tasks or work-streamsAbility to listen, interpret, and respond appropriately in discussions with colleagues, leadership, and external stakeholdersPhysical RequirementsAbility to remain in a stationary position for extended periods of time while working at a computer or attending meetingsAbility to operate standard office equipment, including computers, keyboards, monitors, telephones, and video conferencing toolsAbility to communicate and exchange information in person, via telephone, and through electronic or virtual platformsAbility to read, review, and produce written and electronic documents, including prolonged use of computer screensAbility to move within an office or remote work environment to access files, meetings, or equipment as neededWork Environment:Work is performed primarily in an office or remote environmentRole may involve extended screen time and participation in virtual meetingsBenefitsWe are proud of our designation by Mogul as a Top 1