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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician II - **Company:** the American Civil Liberties Union - **Location:** New York, NY, United States - **Salary:** $89,020.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Software Applications, Business Software, Microsoft Outlook, Desktop Computing, Monitoring of Systems, Microsoft Office, Os Ticket, Laptops, Windows Client, User Accounts - **Published:** September 25, 2026 - **Apply:** https://job-boards.greenhouse.io/aclu/jobs/8831288002 ## About the Role * 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... ## Description 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...