Service Desk Technician II

ACLU - National Office • Washington, DC

10d • Hybrid

About The Position

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).

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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

Benefits

• generous paid time-off policy
• comprehensive healthcare benefits (including medical, dental and vision coverage, parental leave, gender affirming care & fertility treatment)
• 401k plan and employer match
• annual professional development funds
• internal professional development programs and workshops

What This Job Offers

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