ACLU
Helpdesk Analyst
ACLU, San Francisco, California, United States, 94199
ABOUT THE JOBThe 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 DOReporting 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 DAYProvide 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 resolvedEngage with end-users and IT Team members through helpdesk ticketing system, email, online chat, phone or in-person to identify IT issues and facilitate resolutionsConfigure desktop computers, laptops, software, printers, mobile devices and troubleshooting issues that may occurCreate and manage user accounts and access rights requests and resolve related issuesProvide first point of contact support for ACLU digital file management systems, and email archiving systems, VoIP support and requests services, and mobile device accessibilityCoordinate with other IT departments to ensure that reported issues are being resolvedProvide audio-visual support for conferences and assist with online meetings, including occasional weekend eventsMonitor systems and proactively troubleshoot endpoints with out-of-date security patches or antivirus definitionsMust 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 5:00PMMust be able to participate in an on-call rotationWork with third-party vendors and assist with hardware ordersEngage in special projects and other duties as assignedFUTURE ACLU'ERS WILLBe committed to advancing the mission of the ACLUCenter 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 perspectivesBe committed to work collaboratively and respectfully toward resolving obstacles and conflictsWHAT YOU'LL BRINGExperience working in an IT service position responsible for assisting on-site and/or remote end-users with IT applications and hardwareAbility to support and troubleshoot remote user issuesExcellent judgement, with the ability to respect boundaries with accessing or working with end-user data, documents and personal information, including of a confidential natureExcellent troubleshooting skills; ability to effectively assist users, resolve issues and escalate as necessaryFamiliarity with at least one type of Helpdesk ticketing software preferredExperience configuring and troubleshooting Microsoft WindowsExperience troubleshooting desktop and mobile device issuesAdvanced knowledge of Microsoft Office, Microsoft Teams, SharePoint, Outlook and Mobile technologyAdvance knowledge of Microsoft Entra, Intune, Active Directory and Microsoft Exchange. Strong communications, organizational and interpersonal skillsDemonstrated ability to work independently and as part of a teamAbility to work in a fast-paced environment and demonstrate grace under pressureDemonstrated problem solving abilitiesMust be able to operate a computer keyboard, mouse, power tools, and other computer components and tools for using, installing, troubleshooting or removing IT equipmentMust be able to lift and transport moderately heavy objects, such as computers and peripheralsCOMPENSATIONThe ACLU values equity, transparency, and clarity in pay. Consistent with the ACLU's compensation philosophy there is a set salary for this role. The ACLU also has a locality adjustment policy that applies to salaries. The annual salary for this position is $83,552 (Level J), reflecting the salary of a position based in San Francisco, CA. This position is subject to a hybrid schedule of 4 days/week in-office.WHY THE ACLUFor 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 policyFocus 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 matchWe support employee growth and development through annual professional development funds, internal professional development programs and workshopsOUR COMMITMENT TO EQUITY, DIVERSITY & INCLUSIONEquity, 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
benefits.hrdept@aclu.org . 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.
#J-18808-Ljbffr
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 DOReporting 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 DAYProvide 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 resolvedEngage with end-users and IT Team members through helpdesk ticketing system, email, online chat, phone or in-person to identify IT issues and facilitate resolutionsConfigure desktop computers, laptops, software, printers, mobile devices and troubleshooting issues that may occurCreate and manage user accounts and access rights requests and resolve related issuesProvide first point of contact support for ACLU digital file management systems, and email archiving systems, VoIP support and requests services, and mobile device accessibilityCoordinate with other IT departments to ensure that reported issues are being resolvedProvide audio-visual support for conferences and assist with online meetings, including occasional weekend eventsMonitor systems and proactively troubleshoot endpoints with out-of-date security patches or antivirus definitionsMust 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 5:00PMMust be able to participate in an on-call rotationWork with third-party vendors and assist with hardware ordersEngage in special projects and other duties as assignedFUTURE ACLU'ERS WILLBe committed to advancing the mission of the ACLUCenter 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 perspectivesBe committed to work collaboratively and respectfully toward resolving obstacles and conflictsWHAT YOU'LL BRINGExperience working in an IT service position responsible for assisting on-site and/or remote end-users with IT applications and hardwareAbility to support and troubleshoot remote user issuesExcellent judgement, with the ability to respect boundaries with accessing or working with end-user data, documents and personal information, including of a confidential natureExcellent troubleshooting skills; ability to effectively assist users, resolve issues and escalate as necessaryFamiliarity with at least one type of Helpdesk ticketing software preferredExperience configuring and troubleshooting Microsoft WindowsExperience troubleshooting desktop and mobile device issuesAdvanced knowledge of Microsoft Office, Microsoft Teams, SharePoint, Outlook and Mobile technologyAdvance knowledge of Microsoft Entra, Intune, Active Directory and Microsoft Exchange. Strong communications, organizational and interpersonal skillsDemonstrated ability to work independently and as part of a teamAbility to work in a fast-paced environment and demonstrate grace under pressureDemonstrated problem solving abilitiesMust be able to operate a computer keyboard, mouse, power tools, and other computer components and tools for using, installing, troubleshooting or removing IT equipmentMust be able to lift and transport moderately heavy objects, such as computers and peripheralsCOMPENSATIONThe ACLU values equity, transparency, and clarity in pay. Consistent with the ACLU's compensation philosophy there is a set salary for this role. The ACLU also has a locality adjustment policy that applies to salaries. The annual salary for this position is $83,552 (Level J), reflecting the salary of a position based in San Francisco, CA. This position is subject to a hybrid schedule of 4 days/week in-office.WHY THE ACLUFor 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 policyFocus 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 matchWe support employee growth and development through annual professional development funds, internal professional development programs and workshopsOUR COMMITMENT TO EQUITY, DIVERSITY & INCLUSIONEquity, 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
benefits.hrdept@aclu.org . 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.
#J-18808-Ljbffr