Senior IT Specialist

Position Summary

The Senior IT Specialist is instrumental in ensuring the seamless operation of our customers' diverse technology environments. This role is focused on implementing new services and developing solutions and processes for the IT department and the organization. Additionally, it requires proficiency in providing advanced technical support across multiple platforms, particularly focusing on M365.

Responsibilities include analysis of IT systems, diagnosing and resolving complex technical issues, collaborating with cross-functional teams on support and projects, and delivering exceptional customer service. Recognized as a subject matter expert, the Senior IT Specialist executes operational plans and goals with autonomy, often serving as the primary IT point of contact for other departments and external parties.

The Senior IT Specialist reports to the Senior Director, Information Technology.

This position is classified as hybrid, in accordance with Audubon's "Where We Work" Policy. Hybrid employees are expected to work in an Audubon office every Monday and Tuesday and an additional two days each month of the employee's choosing. Candidates should be located within commuting distance of Audubon's office in Washington, DC.

Compensation

$106,995 - $120,370 / year

Essential Functions

• Lead and coordinate IT projects and initiatives from conception to implementation, ensuring alignment with organizational goals and optimal resource allocation.
• Collaborate cross-departmentally on IT initiatives and operate independently as a technology lead.
• Develop solutions and implement new services within the SaaS environment.
• Provide advanced technical support for hardware, software, and services on Windows and MacOS devices and for other IT-managed equipment.
• Troubleshoot and resolve complex issues related to hardware, software functionality, integration, and interoperability.
• Analyze IT systems performance and functionality for improved efficiency and productivity.
• Deliver a high level of customer satisfaction through effective communication, professionalism, and a customer-centric approach.
• Provide high level Tier 2 support, including, with unfettered access to their computers and files, to executive level staff.
• Perform help desk triage responsibilities as backup to Help Desk Supervisor as necessary.
• Serve as a resource to Service Technicians.
• Document support interactions, solutions, and procedures for future reference and knowledge sharing.
• Create and provide trainings for IT hardware, software, and services.
• Provide technical support and assist with timely issues outside of normal business hours as necessary.
• Maintain and foster culture of safety.
• Other job-related duties as assigned.

Qualifications and Experience

• Bachelor's degree in a related field and at least 7 years of progressive experience in Tier 2 or higher technical support. An equivalent combination of education and work experience will also be considered.
• Ability and experience with leading large IT projects including research, working with stakeholders, development, and implementation.
• Demonstrated ability to mentor junior IT staff, fostering a collaborative team environment.
• Strong expertise with M365, including Intune, Entra, and Teams
• Expertise in procuring and managing external vendors, contractors, and technology partners.
• Proven experience in providing technical support for Windows and MacOS devices; iOS experience is a plus.
• Strong knowledge of troubleshooting issues related to software, hardware, and cloud-based services.
• Demonstrated experience using Microsoft Office Suite, Zoom, Slack, Box, Okta, and other SaaS applications.
• Practical understanding of TCP/IP networking.
• Experience with Jira and Confluence preferred.
• Excellent customer service including the ability to communicate clearly with a non-technical audience.
• Strong documentation skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work independently and collaboratively in a team environment.
• Commitment to Audubon's organizational values of care, collaboration, change, integrity, impact, and innovation.
• Experience fostering inclusive and collaborative work environments is valued.

Additional information

• National Audubon Society Competencies: This role will also be accountable to apply and develop the following competencies.
• Fostering Relationships: Build trust, mutual respect, and understanding through regular and genuine interactions while promoting a positive and inclusive environment.
• Analytical Thinking: Recognize and value diverse perspectives and experiences in data analysis to foster a more comprehensive and equitable approach to problem-solving.
• Creativity and Innovation: Leverage creativity and imagination to generate new insights and solutions while embracing diverse ideas and approaches that foster innovation.
• Facilitating Change: Work with others to explore innovative approaches to problem-solving while promoting inclusivity, equity, accessibility, and belonging in the change process.
• Team Leadership: Communicate vision and engage others or the team to solve problems while valuing diverse perspectives and fostering inclusivity.