Desktop Support Associate II

WHO WE ARE

Act Blue is a nonprofit organization dedicated to creating cutting-edge technology that fuels Democratic victories and enables progressive causes to thrive.

Our vision is simple: building change through the power of people. Since our founding, we've been building innovative solutions to revolutionize grassroots fundraising - if you've donated to a Democratic campaign or a progressive organization online, you've probably used our platform! We believe in putting power in the hands of small-dollar donors by helping thousands of groups - from local candidates to national movements - mobilize their communities and create a lasting impact.

Every member of our team is deeply committed to advancing our shared mission and core values. Together, we are shaping the future of democracy.

THE OPPORTUNITY

Act Blue is a nonprofit that builds technology and infrastructure for Democratic campaigns, progressive organizations, and nonprofits. We empower small-dollar donors and help them make their voices heard - and behind the scenes, our IT team plays a critical role in keeping our people and systems running at their best. We're committed to building an inclusive, remote-first culture where every team member can do their best work.

The Desktop Support Associate II is the go-to technical resource for Act Blue 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 Act Blue 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.

WHAT YOU WILL DO

* 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

WHAT YOU BRING

* 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)

* Comfort with scripting, automation tools, or low-code platforms to streamline IT workflows is a plus

* Project management experience, including cross-functional technical projects

* 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

WORK & BENEFITS SNAPSHOT

This posting is for a full-time, remote, salaried position.…