Helpdesk Technician

RAINN • Washington, DC

4d • $45,000 - $55,000 • Hybrid

About The Position

The Helpdesk Technician plays a critical role in supporting RAINN’s staff and mission by ensuring reliable, secure, and responsive technology support across the organization. Reporting to the Technology Director, this role provides frontline IT assistance to more than 200+ employees in a primarily Mac-based environment, with some Windows systems. The Helpdesk Technician supports day-to-day technology operations, employee onboarding and off-boarding, account management, and troubleshooting, while contributing to a positive, service-oriented experience for staff. This is a hybrid position requiring onsite work in RAINN’s Washington, DC office two to three days per week, with participation in a rotating on-call schedule to support RAINN’s 24/7 operations. The ideal candidate is curious, dependable, and eager to grow their technical skills in a collaborative, mission-driven environment where technology directly supports survivor services and organizational impact.

Requirements

• Experience troubleshooting macOS and Windows systems is preferred, ideally with one to two years of hands-on support experience.
• Familiarity with basic IT tools, including installing software updates and managing user accounts.
• Proficiency in Google Workspace applications (Gmail, Calendar, Drive, Docs, Sheets, Slides, Forms) with demonstrated ability to effectively utilize these tools for communication, collaboration, organization, and data management.
• Willingness to learn and use additional tools over time, such as macOS administrative tools, Jamf, Jira, or similar software platforms.
• Ability to explain simple technical procedures clearly and patiently, both verbally and in writing.
• Comfortable working independently on assigned tasks while also collaborating with a team when needed.
• Demonstrates a strong interest in learning, growing, and building a long term foundation in IT.
• Must complete and pass a criminal background check administered by RAINN.
• RAINN employees are required to have a home office setup with a dependable high-speed internet connection.
• This must be sufficient to support all job-related tasks, including accessing systems, communicating with teams, and providing uninterrupted hotline services or administrative support.

Responsibilities

• Provide day-to-day IT support for staff working in the office.
• Set up, maintain, and support conference rooms and shared office technology.
• Manage printers, including initial setup, troubleshooting, and access codes.
• Identify, troubleshoot, and resolve computer, software, and hardware issues in a timely manner.
• Assist with purchasing, replacing, or upgrading IT equipment as needed.
• Support employees with VPN setup and basic connectivity issues.
• Participate in a rotating on-call schedule to assist RAINN employees as needed.
• Support a 24/7 organization that provides services around the clock.
• Help create, update, and deactivate user accounts within Google Workspace.
• Support employee onboarding and offboarding by preparing and collecting IT equipment and access.
• Assist with managing Google Groups and related permissions.
• Test applications before they are installed or made available to staff.
• Install and update software applications on staff computers.
• Set up computers, devices, and equipment for new employees.
• Configure administrative access when required, following established guidelines.
• Create and maintain clear troubleshooting guides and internal documentation.
• Document the setup, maintenance, and support processes for office equipment and systems.
• Track IT equipment and technology assets to ensure accurate records.
• Label, maintain, and organize monitors, printers, and other hardware.

Benefits

• RAINN offers competitive compensation and a generous benefits package that includes medical, dental, and vision insurance, life insurance, employee assistance, a 403(b) retirement savings plan, paid vacation, sick leave, paid holidays, including a bonus week, and free access to the building's fitness center.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed