HELPDESK ASSOCIATE | American Civil Liberties Union

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Employment type: 
Full time
Telecommute: 
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CAREER OPPORTUNITY
HELPDESK ASSOCIATE [INTE-15]
American Civil Liberties Union
Information Technology Department, NY

For nearly 100 years, the ACLU has been our nation’s guardian of liberty, working in courts, legislatures, and communities to defend and preserve the individual rights and liberties that the Constitution and the laws of the United States guarantee everyone in this country. Whether it’s achieving full equality for the LGBT community, establishing new privacy protections for our digital age, ending mass incarceration, 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 from government abuse and overreach. With more than a million members, activists, and supporters, the ACLU is a nationwide organization that fights tirelessly in all 50 states, Puerto Rico, and Washington, D.C., for the principle that every individual’s rights must be protected equally under the law, regardless of race, religion, gender, age, sexual orientation, disability or national origin.
The Information Technology Department (IT) of the National office in New York City is seeking applicants for the full-time position of Helpdesk Associate.
OVERVIEW
The Helpdesk Associate will report to the Associate Director, Information Technology Services and will be responsible for providing Helpdesk support to the National office staff.
ROLES AND RESPONSIBILITIES

• Provide Help Desk support and assist users with computer application problems and questions including but not limited to Microsoft Windows, Microsoft Office, Outlook, Mobile and Document Management Services.
• Dispatch and escalate tickets to Help Desk team while efficiently tracking and resolving tickets.
• Create and manage user accounts and access rights issues.
• Configure desktop computers, laptops, software, printers, mobile devices and troubleshooting issues as they arise.
• 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.
• Provide Help Desk On-Call rotation support.
• Special projects as assigned.

EXPERIENCE AND QUALIFICATIONS

• 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, Outlook and Mobile technology.
• Strong communication, organizational and interpersonal skills.
• Demonstrated ability to work independently and as part of a team.
• Associate Degree and one year of related experience, or a minimum of 3 years of related work experience.

COMPENSATION

The ACLU offers a generous and comprehensive compensation and benefits package, commensurate with experience and within parameters of the ACLU compensation scale.

HOW TO APPLY

Please submit a letter of interest (with salary requirements), and a resume to hrjobsINTE@aclu.org - reference [INTE-15 / DRUPAL] in the subject line. Please indicate where you learned of this career opportunity.

Applications will be accepted until the position is filled.

This job description provides a general but not comprehensive list of the essential responsibilities and qualifications required. It does not represent a contract of employment. The ACLU reserves the right to change the job description and/or posting at any time without advance notice.

The ACLU is an equal opportunity employer. We value a diverse workforce and an inclusive culture. The ACLU encourages 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, and veteran status.

The ACLU undertakes affirmative action strategies in its recruitment and employment efforts to assure that persons with disabilities have full opportunities for employment in all positions.

We encourage any applicants who need accommodations in the application process to contact: HRJobsINCLReq@aclu.org Correspondence sent to this address that is not related to requests for accommodations will not be reviewed. Applicants should follow the instructions above regarding how to apply.

The ACLU comprises two separate corporate entities, the American Civil Liberties Union and the ACLU Foundation. Both the American Civil Liberties Union and the ACLU Foundation are national organizations with the same overall mission, and share office space and employees. The ACLU has two separate corporate entities in order to do a broad range of work to protect civil liberties. This job posting refers collectively to the two organizations under the name “ACLU.”

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