Technical Support Specialist

Overview

The National Federation of Independent Business (NFIB), the nation’s largest small business advocacy organization, is looking to hire a Technical Support Specialist to join its IT. The role will be based in our Washington, DC office.

As a Technical Support Specialist, you will serve as the first point of contact for technical issues, providing exceptional customer service and clear communication to all employees, including senior leadership and executive staff. You’ll troubleshoot hardware and software problems, assist with system configurations, and elevate complex issues when necessary. This role is ideal for someone eager to learn, grow, and build a career in IT within a heavily Microsoft Windows environment.

This position requires a minimum of 3 days (Tuesday, Wednesday, Thursday) in-office per week, and travel as needed.

Our ideal candidate is passionate about solving complex problems, highly curious, eager to research, and demonstrates innovative thinking. Thrives in an independent work environment while staying closely aligned with the broader technology team, fostering collaboration and shared success. This individual will serve as the face of IT in the DC office.

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.

Collaborate 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.

The salary range for this position will be $60,000 - $75,000.

Equal Opportunity Employer

• Exceptional communication skills—able to explain technical concepts clearly to non-technical users and executive staff.
• Outstanding customer service orientation with a professional demeanor.
• Ability to work independently and in a team environment.
• Problem-solving mindset and eagerness to learn.
• Excellent time management skills with the ability to work on multiple assignments at once.
• Punctual and professional.