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 (Solar Winds 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 Office
365, Azure (Active Directory, Intune, MFA, and Autopilot) Iru, 1

Password, 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 Solar Winds Service Desk 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…