Hybrid IT Service Desk Technician II

ACLU - National Office; Washington; Hybrid; USD 76,000 - 102,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) with employer match

Paid time off

Professional development funds

Job summary

ACLU - National Office in Washington, DC is seeking a Service Desk Technician II within the Information Technology Department. This hybrid role requires in-office presence four days per week to support National staff across multiple offices and remote locations.

The technician will handle end-user support for Windows, macOS, and Microsoft 365, manage tickets, and assist with on-call coverage and travel to support outside offices and meetings.

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.
• Familiarity with at least one type of ticketing software.
• Demonstrated ability to work both independently and collaboratively as part of a team.

Responsibilities

• Serve as the first line of response for technical end-user support for all National staff users.
• 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.
• Log, address and resolve all incidents and requests; engage other service desk resources as needed.
• Follow up with other IT staff to ensure incidents are resolved and customer communication is complete.

Skills

Technical support

Customer service

Communication

Independent & team work

Education

Associate degree or equivalent

Tools

Ticketing software

Job description

ACLU - National Office in Washington, DC is seeking a Service Desk Technician II within the Information Technology Department. This hybrid role requires in-office presence four days per week to support National staff across multiple offices and remote locations.

The technician will handle end-user support for Windows, macOS, and Microsoft 365, manage tickets, and assist with on-call coverage and travel to support outside offices and meetings.