Service Desk Technician II
Job Location:
Columbia, IN - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
The ACLU seeks applicants for the full-time position ofService Desk Technician II in the Information Technology Department of the ACLUs National office in Washington DC. This is ahybrid rolethat has in-office requirements of four (4) days per week or sixteen (16) days per month.
TheInformation Technology (IT)department provides technology-based services and support fora more than 550-person National staff at our New York Washington D.C. San Francisco theDakotas Puerto Rico and Durham offices including staff based in remote locations. ACLU ITsupport 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).
Reporting to theService Desk Manager theService Desk Technician IIwill be responsible foronsite and remote technical end-user support including but not limited tostandard businessapplications Windows11 MacOS and Microsoft365.
Serving as the first line of response for technical end-user support for all National staff users theService Desk Technician IIwill:
- 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 IIs 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 andquestions including but not limited to Microsoft Windows Microsoft Office Outlook Mobiledevices and MacOS
- Dispatch and escalate complex technical tickets to broader IT support team while efficientlytracking and resolving routine technical tickets
- Create and manage user accounts and access rights issues
- Configure desktop computers laptops software printers mobile devices and troubleshootissues 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
- 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
- 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
- Associate degree and one year of related experience or at least 5 years of work-relatedexperience 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
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 its 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 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
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 were in the courts or in the office we believe We the People means all of us.
With this commitment in mind we strongly encourage applications from all qualified individuals without regard to race color religion gender sexual orientation gender identity or expression age national origin marital status citizenship disability veteran status and record of arrest or conviction or any other characteristic protected by applicable law.
The ACLU is committed to providing reasonable accommodation to individuals with disabilities. If you are a qualified individual with a disability and need assistance applying online please complete theAccommodation Request Form
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.
Required Experience:
IC
About Company
The ACLU dares to create a more perfect union — beyond one person, party, or side. Our mission is to realize this promise of the United States Constitution for all and expand the reach of its guarantees.
