Service Desk Technician II

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 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, At the ACLU, we deeply value diversity, inclusion, and belonging. We actively work to ensure that we are addressing everyone appropriately and that we’re acknowledging their identity as they would like. Examples of common pronouns are ‘she/her/hers,’ ‘he/him/his,’ and ‘they/them/theirs.’ This is optional, but if you’re comfortable, please share your pronouns. First Name/Common Use First Name (optional)

A common use name (sometimes known as a chosen name, nickname, or a name-in-use) is the use of a name, usually a first name, that is different from a person’s legal name. Common use names can be used in organizational communications and informational materials such as email correspondence, staff directories, business cards, software and similar systems which do not require the use of a legal name. Legal names will continue to be used where required by law or organizational policy, including but not limited to, formal organizational and employment correspondence in addition to immigration, payroll, tax, benefits and insurance documents. The following demographic questions are optional. They are used to help us better understand our applicant pool and to continually improve our outreach and recruitment efforts. Individuals seeking employment at the ACLU are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Select… Race and/or Ethnicity: Select…

If you chose ‘A race or ethnic group not listed,’ please let us know how you self-identify: Gender: Select… If you chose “A gender not listed,” please let us know how you self-identify: Disability Status: Select…

• 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-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, You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

• Blindness
• Deafness
• Cancer
• Diabetes
• Epilepsy
• Autism
• Cerebral palsy
• HIV/AIDS
• Schizophrenia
• Muscular dystrophy
• Bipolar disorder
• Major depression
• Multiple sclerosis (MS)
• Missing limbs or partially missing limbs
• Post-traumatic stress disorder (PTSD)
• Obsessive compulsive disorder
• Impairments requiring the use of a wheelchair
• Intellectual disability (previously called mental retardation)

Significant Disability Status Select…

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., 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

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)., 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., Disability diversity in the workplace includes people with significant disabilities. A “significant disability” is one that is associated with particularly low employment rates. The federal government has recognized that individuals with certain disabilities, particularly manifest disabilities, face barriers to employment above and beyond the barriers faced by people with the broader range of disabilities. See Questions and Answers: The EEOC’s Final Rule on Affirmative Action for People with Disabilities in Federal Employment, (https://www.eeoc.gov/laws/regulations/qanda-ada-disabilities-final-rule.cfm). The ACLU’s affirmative action plan for people with disabilities includes an overall goal for people with a broad range of disabilities, and a “subgoal” for people with significant disabilities. Veteran Status: Select…

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A “disabled veteran” is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran’s discharge or release from active duty in the U.S. military, ground, naval, or air service.

An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in ACLU - National Office’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Gender Select… Are you Hispanic/Latino? Select… Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A “disabled veteran” is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran’s discharge or release from active duty in the U.S. military, ground, naval, or air service.

An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Select…