Helpdesk Analyst at ACLU - National Office

The ACLU is seeking a dedicated Helpdesk Analyst to join our Information Technology Department at our national office in San Francisco, California. For over a century, our organization has stood at the forefront of defending the individual rights and liberties guaranteed by the Constitution, tackling critical issues ranging from voting rights and reproductive freedom to digital privacy and criminal justice reform. Our IT team provides essential technical services to more than 550 staff members across the country, ensuring that our mission-critical operations remain seamless and secure. This is a full-time, hybrid position requiring you to be in the office four days per week.

Key outcomes

• Serve as the primary point of contact for onsite and remote staff, providing exceptional technical support and customer service.
• Manage the full lifecycle of support tickets, including documenting, prioritizing, and resolving hardware and software issues.
• Configure and maintain desktop computers, laptops, mobile devices, and peripherals.
• Administer user accounts, access rights, and digital file management systems.
• Provide audio-visual support for conferences and virtual meetings.
• Proactively monitor systems to ensure security patches and antivirus definitions are up to date.
• Collaborate with internal IT teams and third-party vendors to facilitate hardware procurement and complex issue resolution.
• Participate in an on-call rotation to support our national staff.

Requirements

• Substantial experience in an IT service role providing support for hardware and applications to both onsite and remote users.
• Advanced proficiency in Microsoft Windows, Microsoft Office, Microsoft Teams, SharePoint, Outlook, Microsoft Entra, Intune, Active Directory, and Microsoft Exchange.
• Strong troubleshooting skills for desktop and mobile environments.
• Excellent communication and interpersonal abilities, with a commitment to maintaining confidentiality and professional boundaries.
• Proven ability to work effectively both independently and as part of a collaborative team in a fast-paced environment.
• Physical capability to operate standard IT tools and transport equipment such as computers and peripherals.
• A demonstrated commitment to the mission of the ACLU and the principles of equity, inclusion, and belonging.

Compensation

The annual salary for this position is $84,000. We offer a comprehensive benefits package designed to support your well-being and professional growth, including:

• Generous paid time off.
• Medical, dental, and vision insurance.
• A 401k retirement plan.
• Dedicated funds and programs for professional development.

How to apply

If you are passionate about civil liberties and possess the technical expertise to support our national team, we invite you to apply. Please submit your application through our official portal to be considered for this role. We are committed to fostering a diverse and inclusive workplace and encourage all qualified individuals to apply.