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).
WHAT YOU'LL DO
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.
YOUR DAY TO DAY
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