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).

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.

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 elevate 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

• 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 elevate as necessary
• Excellent customer service skills with strong communication,…