Helpdesk Analyst at ACLU - National Office

ABOUT THE JOB

The ACLU seeks a full-time position of Helpdesk Analyst in the Information Technology Department of the ACLU’s National office in San Francisco, CA. This is a hybrid role that has in-office requirements of four (4) days per week. 

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.

WHAT YOU'LL DO 

Reporting to the Director of Service Desk Operations & End User Experience, the Helpdesk Analyst position is a first point of contact  for onsite and remote end user support for IT business applications. The ideal candidate is a forward-thinking individual who possesses excellent communications skills and who is committed to delivering excellent customer service. The Helpdesk Analyst will work with fellow members of the ACLU IT Services Support team and use their technical knowledge to provide second-level and third-level support to all ACLU end users, whether in-person or via virtual mediums.

YOUR DAY TO DAY

• Provide exceptional and timely customer service and technical support to ACLU National and affiliate staff by performing tasks including, but not limited to:
  • Dispatch, document, prioritize, track and resolve end-user IT hardware and application issues through the ACLU’s helpdesk ticketing system, escalating advanced/complex issues and following-up with staff to communicate progress and ensure issues have been resolved
  • Engage with end-users and IT Team members through helpdesk ticketing system, email, online chat, phone or in-person to identify IT issues and facilitate resolutions
  • Configure desktop computers, laptops, software, printers, mobile devices and troubleshooting issues that may occur
  • Create and manage user accounts and access rights requests and resolve related issues
  • Provide first point of contact support for ACLU digital file management systems, and email archiving systems, VoIP support and requests services, and mobile device accessibility
  • Coordinate with other IT departments to ensure that reported issues are being resolved
  • Provide audio-visual support for conferences and assist with online meetings, including occasional weekend events
• Monitor systems and proactively troubleshoot endpoints with out-of-date security patches or antivirus definitions
• Must work onsite at our San Francisco, California office at least four out five days per week, Mon-Fri, with business hours of 9:00AM to 5:00PM
• Must be able to participate in an on-call rotation
• Work with third-party vendors and assist with hardware orders
• 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

WHAT YOU'LL BRING

• Experience working in an IT service position responsible for assisting on-site and/or remote end-users with IT applications and hardware
• Ability to support and troubleshoot remote user issues
• Excellent judgement, with the ability to respect boundaries with accessing or working with end-user data, documents and personal information, including of a confidential nature
• Excellent troubleshooting skills; ability to effectively assist users, resolve issues and escalate as necessary
• Familiarity with at least one type of Helpdesk ticketing software preferred
• Experience configuring and troubleshooting Microsoft Windows
• Experience troubleshooting desktop and mobile device issues
• Advanced knowledge of Microsoft Office, Microsoft Teams, SharePoint, Outlook and Mobile technology
• Advance knowledge of Microsoft Entra, Intune, Active Directory and Microsoft Exchange. Strong communications, organizational and interpersonal skills
• Demonstrated ability to work independently and as part of a team
• Ability to work in a fast-paced environment and demonstrate grace under pressure
• Demonstrated problem solving abilities
• Must be able to operate a computer keyboard, mouse, power tools, and other computer components and tools for using, installing, troubleshooting or removing IT equipment
• Must be able to lift and transport moderately heavy objects, such as computers and peripherals

COMPENSATION

WHY THE ACLU

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. 

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

OUR COMMITMENT TO EQUITY, DIVERSITY & INCLUSION

Equity, diversity, and inclusion are core values of the ACLU and central to our work to advance liberty, equality, and justice for all. For us diversity, equity and inclusion are not just check-the-box activities, but a chance for us to make long-term meaningful change.  We are a community committed to learning and growth, humility and grace, transparency and accountability. We believe in a collective responsibility to create a culture of belonging for all people within our organization – one that respects and embraces difference; treats everyone equitably; and empowers our colleagues to do the best work possible. We are as committed to anti-oppression and anti-racism internally as we are externally. Because whether we’re in the courts or in the office, we believe ‘We the People’ means all of us.

With this commitment in mind, we strongly encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, citizenship, disability, veteran status and record of arrest or conviction, or any other characteristic protected by applicable law.    

The ACLU is committed to providing reasonable accommodation to individuals with disabilities. If you are a qualified individual with a disability and need assistance applying online, please email [email protected]. If you are selected for an interview, you will receive additional information regarding how to request an accommodation for the interview process.

The Department of Education has determined that employment in this position at the ACLU does not qualify for the Public Service Loan Forgiveness Program.