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National Federation of Independent Business (NFIB) · 1 day ago

Technical Support Specialist

Washington, DC

Full-time

Hybrid

Mid Level

$60K/yr - $75K/yr

4+ years exp

The National Federation of Independent Business (NFIB) is the nation’s largest small business advocacy organization, and they are looking to hire a Technical Support Specialist to join its IT team. This role involves providing exceptional customer service and technical support to employees, troubleshooting hardware and software issues, and maintaining system integrity in a Microsoft Windows environment.

Non Profit

Growth Opportunities

Responsibilities

Deliver high-quality, customer-focused technical support to all employees onsite and remote, including senior leadership and executive staff

Answer incoming end-user calls in the support desk queue and respond promptly to requests via phone, email, Microsoft teams and ticketing system

Diagnose and resolve hardware, software, and network issues in a timely and professional manner

Assist with setup, configuration, and maintenance of desktops, laptops, and mobile devices

Cohesive collaboration with team members not on location

Document all support activities and solutions in the ITSM ticketing system

Escalate unresolved issues to senior-level support teams as needed

Provide clear, concise communication and basic user training on company systems and applications

Provide timely communication to technical and non-technical staff members as it relates to incidents, requests, enhancements, and projects

Follow IT policies and security best practices to maintain system integrity

Manage IT assets assigned to office and remote users

Must communicate effectively both verbally and in writing; work outcomes must meet and / or exceed productivity and quality standards

Must be able to work as part of a cooperative team environment independent of direct supervision; adhere to Company and Department policies and procedures

Performs other projects as needed

Qualification

Microsoft WindowsIT Service ManagementTicketing systemsPowerShellMicrosoft 365Networking fundamentalsCompTIA A+Customer serviceCommunication skillsProblem-solving mindsetTime management

Required

Associate degree (AS) in an IT related field, relevant certifications, or equivalent work experience

Four (4) years in a direct customer-facing role, preferably in a technology role or technology adjacent, but not required. (Retail, Food Services, Sales, etc. could be considered)

Strong understanding of Microsoft Windows environments

Familiarity with IT Service Management (ITSM) principles and processes

Experience using ticketing systems such as Zendesk (or similar)

Basic scripting knowledge/understanding of PowerShell for automation and troubleshooting

Knowledge of Microsoft 365 and common business applications

Understanding of networking fundamentals and troubleshooting

Must have reliable transportation

Must communicate effectively both verbally and in writing; work outcomes must meet and / or exceed productivity and quality standards

Must be able to work as part of a cooperative team environment independent of direct supervision; adhere to Company and Department policies and procedures

Preferred

Certifications preferred but not required: CompTIA A+, Network +, Security +, ITIL Foundations or Microsoft Certified Fundamentals particularly in Microsoft Cloud Solutions