Service Desk Technician I

ABOUT THE JOB The ACLU seeks applicants for the full-time position of Service Desk Technician I in the Information Technology Department of the ACLU’s National office in New York, NY . 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 I 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 I will: 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 New York City 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 Move or transport equipment such as computers and peripherals weighing up to approximately 50 pounds 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 EXPERIENCE QUALIFICATIONS 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 Demonstrated ability to work both independently and collaboratively as part of a team PREFERRED QUALIFICATIONS Associate degree and one year of related experience or at least 3 years of work-related experience, a plus Familiarity with at least one type of ticketing software Advanced knowledge of Microsoft Office, Outlook and Mobile technology Experience configuring and troubleshooting Microsoft Windows and MacOS Experience troubleshooting desktop and mobile device issues COMPENSATION 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 $ 78,044 (Level K) , 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. For details on our pay structure, please visit: https://www.aclu.or ... (truncated, view full listing at source)