Technology Services Specialist

Founded in 1936, the National Wildlife Federation (NWF or Federation) is America's largest and most trusted grassroots conservation organization with 52 state/territorial affiliates and more than six million members and supporters, including hunters, anglers, gardeners, birders, hikers, campers, paddlers, and outdoor enthusiasts of all stripes. The Federation's mission is to unite all Americans to ensure wildlife thrive in our rapidly changing world through programming focused on conserving wildlife, restoring habitats and waterways, expanding outdoor opportunities, connecting children with nature, and addressing the causes and consequences of climate change.

To advance our mission, we are seeking a full-time Technology Services Specialist to join our staff, working out of our Reston, VA.  (Due to COVID-19 all employees are working remotely until we make return to work decisions)

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 personal hardware and software used by staff, confidence and interest in researching and trouble-shooting 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 throughput performance and workplace improvement.

Responsibilities:

• 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 applications.
• Respond to requests through multiple means: telephone, email, face-to-face contact (due to COVID-19 this will be very limited) 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 Team Lead and AVP of IT.
• Build and deploy new and existing computers on a set schedule.  Contribute in maintaining and up-to-date computer asset inventory.  Oversee hardware shipping and returns from HQ and all regional offices.
• Administer Office365, Active Directory, LastPass, HiveManager, Universal Type Client, Zoom (User & Phone System Management), Druva, and Listserv accounts and groups.
• Manage task lists, regularly communicate with teammates on progress, barriers, and reprioritization needs. 
• Contribute to business processes development and improvement.  Advocate for changes to improve helpdesk operations.  Follow SOPs and policies.  Produce or contribute to helpdesk operations and IT policy documentation. 
• Serve as a project team member on engagements executed within the Strategic Business Operations department.  These can be projects led by other teams with tasks related to IT, or IT-driven projects. 
• 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.
• Co-lead the IT Ambassador Program, create session curricula and steward their assignments and contributions.
• Contribute in maintaining an up to date Knowledgebase documentation library living in SolarWinds.  Includes scheduled document reviews and updating.

Qualifications:

• Bachelor’s degree or commensurate experience
• 3 or more years end-to-end personal computing management and technology acquisition experience Advanced skills in MS Office (2019-O365), Active Directory, macOS, and Windows 10.  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 documentation
• Proven consistency in following SOPs and delivery on SLAs
• Possess hands-on experience in building and maintaining computers
• Efficient time management and task prioritization flexibility, comfortable with tight deadlines at times
• Able to build trusting, collaborative and compassionate relationships
• Feels personally accountable for individual and shared successes
• Self-starter mentality, owns problems and pulls in other resources and expertise as needed to sleuth and resolve
• Capable of understanding broader context and the bigger picture including NWF’s strategic vision and the essentials of our mission.

Application:

The National Wildlife Federation values work-life balance and a family-friendly atmosphere. Our paid time-off includes 3 weeks of vacation leave, 10 days of wellbeing leave, 10 paid holidays, 3 floating holidays, a week-long winter break, and additional leave options, per year. In addition, our benefits package includes medical, dental, and vision insurance, company paid life insurance, AD&D, short- and long-term disability, 16 weeks of paid FMLA leave, 403b retirement plan with employer matching and annual contribution, adoption benefits, and flexible work options including telecommuting and non-traditional work hours. Applicants are invited to learn more about National Wildlife Federation’s benefits package at https://www.nwf.org/About-Us/Careers.

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 or transsexual 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 nwf.org/equity. 

If you have a disability and require an accommodation or assistance with our online application process, please tell us how we can help by calling us at 703-438-6244.

The requirements listed in our job descriptions are guidelines, not hard and fast rules, and if you have 75% of the qualifications listed we encourage you to apply.  Applying gives you the opportunity to be considered.  If selected for this position, a background check will be conducted.

Candidates should submit a cover letter and resume.

www.nwf.org