Desktop Support Associate II
About The Position
The Desktop Support Associate II is the go-to technical resource for ActBlue staff working remotely across the country and in our Boston-area office. This role combines high-touch end-user support with hands-on ownership of IT processes, SaaS administration, and project execution. You’ll work closely with Security, HR, and other teams to deliver a reliable, secure, and seamless technology experience for every ActBlue employee. This role reports to the Sr. IT Manager and is part of the Desktop Support team responsible for supporting 300+ staff members. In this position, you’ll partner closely with our Systems Administration team and collaborate cross-departmentally to deliver solutions that support the broader goals of the organization. To thrive in this role, you’ll need to be a fast learner who works well both asynchronously and collaboratively in a remote-first environment.
Requirements
- 3+ years of relevant IT or desktop support experience
- Demonstrated experience developing, documenting, and maintaining IT processes and procedures
- Strong working knowledge of Jamf, Okta, Google Workspace, Slack, Atlassian, and Zoom
- Advanced knowledge of macOS environments, with experience supporting Apple devices (Mac, iPhone, iPad) in a managed enterprise setting
- Familiarity with endpoint security tooling, MDM platforms, and SSO/identity provider integrations
- Experience supporting meeting room and conferencing technology (Zoom Rooms, telephony, AV equipment)
- Excellent written and verbal communication skills; able to translate technical concepts for non-technical audiences
- Collaborative, people-first approach to support — patient, thorough, and solutions-oriented
- Willingness to work across U.S. time zones and support our Boston-area office onsite at least two times per week
- Able to lift 25 pounds
Nice To Haves
- Comfort with scripting, automation tools, or low-code platforms to streamline IT workflows is a plus
- Project management experience, including cross-functional technical projects
Responsibilities
- Serve as a primary resource for day-to-day end-user support across hardware, software, and SaaS applications for remote and in-office staff
- Execute core IT processes including onboarding, offboarding, incident management, and change management, while actively identifying opportunities to improve how those processes work
- Triage and respond to the IT support queue, prioritizing tickets to maintain service level commitments across a distributed workforce
- Support and administer core SaaS platforms including Okta, Jamf, Google Workspace, Slack, Atlassian, and Zoom
- Support identity and access management workflows, including provisioning, SSO configurations, and access reviews
- Follow and uphold endpoint security standards including patch compliance, configuration enforcement, and MDM policy management, and surface gaps or improvement opportunities to the team
- Coordinate with vendors to resolve technical issues and procure hardware and networking equipment as needed
- Participate in and contribute to IT application rollouts and cross-functional technology projects
- Recognize and surface opportunities to automate repetitive tasks and improve service delivery efficiency
- Maintain accurate, high-quality technical documentation for processes, systems, and projects
- Contribute to the IT knowledge base to support team scalability and end-user self-service
- Support in-office IT operations including conference room AV, badge systems, and hardware inventory
- Support wired and wireless networking troubleshooting in the physical office
- Provide end-user training on tools and processes to promote technology fluency across the organization
Benefits
- Flexible work schedules and an unlimited time-off policy
- Fully paid and trans-inclusive health, dental, and vision insurance for employees and their families; plus fully-paid health reimbursement arrangement to use for out of pocket expenses and fully-paid short- and long-term disability
- Fully paid basic and AD&D life insurance and a voluntary supplemental life insurance option
- Dependent and health care flexible spending account options
- Employee Assistance Program (EAP) benefits for employees
- Automatic 2% Employer-paid 401K contribution, plus up to an additional 6% match on employee contributions
- A minimum of three months paid medical, family and parental leave (for all new parents, adoptions included)
- Commuter or home-office benefits, including a $1,000 home-office setup allowance for all new full-time remote employees
- Additional perks including quarterly snack deliveries and digital subscriptions to the Boston Globe & New York Times
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
