Service Desk Technician II

ABOUT THE JOB The ACLU seeks applicants for the full-time position of  Service Desk Technician II in the Information Technology Department of the ACLU’s National office in Washington, DC. This is a  hybrid role  that has in-office requirements of four (4) days per week or sixteen (16) days per month.   The Information Technology (IT) department provides technology-based services and support for a more than 550-person National staff at our New York, Washington D.C., San Francisco, the Dakotas, Puerto Rico and Durham offices, including staff based in remote locations. ACLU IT support staff ensures that business critical services are available to all staff.    This position is part of a collective bargaining unit. It is represented by ACLU Staff United (ASU). WHAT YOU'LL DO   Reporting to the  Service Desk Manager , the  S ervice Desk Technician II   will be responsible for  onsite and remote technical end-user support including, but not limited to, standard business applications, i.e., Microsoft Windows 11, MacOS and Microsoft 365.     YOUR DAY TO DAY Serving as the first line of response for technical end-user support for all National staff users, the Service Desk Technician II will:    Manage and troubleshoot on premise and remote end-user requests and support issues in an Active Directory and hybrid Exchange/Office 365 environment   Create a positive customer support experience and build strong relationships by communicating progress on user support issues, resolving or escalating issues in a timely manner and handling customers in a consummately professional manner   Log, address and resolve all incidents and requests; engage other service desk resources or service resources, as appropriate, to resolve incidents beyond the Service Desk Technician II’s scope of responsibility   Follow up with other IT staff, as needed, to ensure incidents are resolved, requests are filled, and the customer communication process is complete   Research and evaluate new technologies, and keep current regarding new hardware and software products   Provide on-call coverage on a rotational basis   Travel as required to provide technical support to outside offices and at ACLU meetings and conferences   Provide routine technical support and assist users with computer application problems and questions including but not limited to Microsoft Windows, Microsoft Office, Outlook, Mobile devices and MacOS    Dispatch and escalate complex technical tickets to broader IT support team while efficiently tracking and resolving routine technical tickets    Create and manage user accounts and access rights issues    Configure desktop computers, laptops, software, printers, mobile devices and troubleshoot issues that may occur    Support and troubleshoot remote user issues    Provide audio-visual support for conferences and assist with online meetings    Respond to inquiries from National and Affiliate staff    Work with third-party vendors and assist with hardware orders    Must work onsite at our Washington, DC office at least four out five days per week, Mon-Fri, with business hours of 9:00AM to 5:00PM    Provide On-Call rotation support    Engage in special projects and other duties as assigned    FUTURE ACLU'ERS WILL  Be committed to advancing the mission of the ACLU Center and embed the principles of equity, inclusion and belonging in their work by demonstrating commitment to diversity with an approach that respects and values multiple perspectives Be committed to work collaboratively and respectfully toward resolving obstacles and conflicts WHAT YOU'LL BRING Experience in a technical support, help desk, or similar customer-facing IT role   Excellent troubleshooting skills with the ability to effectively assist users, resolve issues, and escalate as necessary   Excellent customer service skills with strong communication, organizational, and interpersonal abilities   Familiarity with at least one type of ticketing software   Demonstrated ability to work both independently and collaboratively as part of a team   PREFERRED QUALIFICATIONS   Associate degree and one year of related experience or at least 5 years of work-related experience, a plus   Intermediate level knowledge of enterprise infrastructure monitoring tools   Advanced knowledge of Microsoft Office, Outlook and Mobile technology   Experience configuring and troubleshooting Microsoft Windows and MacOS   Experience troubleshooting desktop and mobile device issues   COMPENSATION The ACLU is committed to equity, transparency, and clarity in pay. Consistent with our compensation philosophy, there is a set salary for each role based on geographic work location. The annual salary for this position is $89,020 ( Level J ), reflecting the salary of a position based in New York, NY.  Salaries are subject to a regional pay adjustment if authorization is granted to work outside of the location listed in this posting.   For details on our pay structure, please visit: https://www.aclu.org/careers/ACLU_Geographic_Pay_Structure-July_2024.pdf WHY THE ACLU For over 100 years, the ACLU has worked to defend and preserve the individual rights and liberties guaranteed by the Constitution and laws of the United States. Whether it’s ending mass incarceration, achieving full equality for the LGBTQ+ community, establishing new privacy protections for our digital age, or preserving the right to vote or the right to have an abortion, the ACLU takes up the toughest civil liberties cases and issues to defend all people. We know that great people make a great organization. We value our people and know that what we offer is essential not just their work, but to their overall well-being.  At the ACLU, we offer a broad range of benefits, which include: Time away to focus on the things that matter with a generous paid time-off policy Focus on your well-being wi