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 Service 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.

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.

Benefits

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 with comprehensive healthcare benefits (including medical, dental and vision coverage, parental leave, gender affirming care & fertility treatment)
• Plan for your retirement with 401k plan and employer match
• We support employee growth and development through annual professional development funds, internal professional development programs and workshops

Our Commitment to Accessibility, Equity, Diversity & Inclusion

• Accessibility, equity, diversity and inclusion are core values of the ACLU and central to our work to advance liberty, equality, and justice for all.
• For us diversity, equity, accessibility, and inclusion are not just check-the-box activities, but a chance for us to make long-term meaningful change.
• We are a community committed to learning and growth, humility and grace, transparency and accountability.

We believe in a collective responsibility to create a culture of belonging for all people within our organization - one that respects and embraces difference; treats everyone equitably; and empowers our colleagues to do the best work possible. We are as committed to anti-oppression, anti-ableism, and anti-racism internally as we are externally.

• Because whether we're in the courts or in the office, we believe 'We the People' means all of us.
• If you are selected for an interview, you will receive additional information regarding how to request an accommodation for the interview process.
• The Department of Education has determined that employment in this position at the ACLU does not qualify for the Public Service Loan Forgiveness Program.