Job Abstract

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.

The Helpdesk Analyst will report to the Director of Service Desk Operations and End-User Experience. The successful candidate for this position will be the first point of contact responsible for onsite and remote end-user support including, but not limited to, standard business applications, i.e., Microsoft Windows 10 and Microsoft Office O365. The candidate must be a forward-thinking individual who possesses excellent communications skills and who is prepared to deliver excellent customer service. They will work with fellow members of the ACLU IT Services Support team and use their technical knowledge to provide second level support to all ACLU end users via phone, email and web form.

• Provide Help Desk support and assist National and Affiliate users with computer application problems and questions including but not limited to Microsoft Windows, Microsoft Office, Outlook, Mobile and Document Management Services
• Provide first point of contact support for ACLU document management systems, email archiving systems, VoIP support and requests, and mobile device accessibility
• Ensure end users can accomplish business and education tasks by helping them resolve technical issues
• Receive, prioritize, document, and ultimately resolve end user computer related help requests via Phone, Chat Queues or connecting remotely to the end user’s machines
• Problem resolution may involve the use of diagnostic and help request tracking tools, remote troubleshooting, and/or software installation
• Support specialists coordinate with other IT departments to ensure that reported issues are being resolved
• Manage Help Desk tickets in a timely manner with a high level of prioritization and follow up with customers to ensure issues are resolved
• Monitor systems and proactively troubleshoot endpoints with out-of-date security patches or antivirus definitions
• Must work from within our San Francisco, California office four days a week with business hours of 9:00AM to 5:00PM
• Must have home internet service to provide support while working from home
• Must be willing to assist with-in an on-call rotation
• Escalate tasks due to need for higher level of technical ability or customer service skills, and document all daily communication transactions, details and solutions
• Creates and maintains prescribed knowledge base articles/documentation on IT policies and procedures
• Configure desktop computers, laptops, software, printers, mobile devices and troubleshooting issues that may occur
• Ability to support and troubleshoot remote user issues
• Create and manage user accounts and access rights requests and resolve related 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
• Operate a computer keyboard, mouse, power tools and other computer components
• Transport moderately heavy objects, such as computers and peripherals
• Perform other related duties as assigned

• 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

• Degree in Information Technology or a related field, preferred
• Demonstrated and related IT/Helpdesk experience
• 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 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

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

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 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.