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Company Name : ACLU
Location : Denver, CO 80203
Position : IT Support Analyst
Job Description : Title: IT Support Analyst
Office: National Offices
Location: Denver, CO
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ABOUT THE JOB
The ACLU seeks a full-time position of IT Support Analyst in the Information Technology Department of the ACLU’s National office. This is a hybrid/remote position and will be based in Denver, CO.
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.
Reporting to the Director of IT Support, the IT Support Analyst will be responsible for onsite and remote technical end-user support including, but not limited to standard business applications, i.e., Microsoft Windows 10, MacOS and Microsoft Office 2019.
RESPONSIBILITIES
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, resolving or escalating issues in a timely manner and handling customers in a consummately professional manner
Log, address and resolve all incidents and requests; engage other service desk resources or service resources, as appropriate, to resolve incidents beyond the Analyst’s scope of responsibility
Follow up with other IT staff, as needed, to ensure incidents are resolved, requests are filled, and the customer communication process is complete
Research and evaluate new technologies, and keep current regarding new hardware and software products
Respond to inquiries from National staff
Provide on-call coverage on a rotational basis
Travel as required to provide technical support to outside offices and at ACLU meetings and conferences
Engage in special projects and other duties as assigned
Center principles of equity, inclusion, and belonging in all work, embedding the values in program development, policy application, and organizational practices and processes
Commitment to the mission of the ACLU
Demonstrate a commitment to diversity within the office using a personal approach that values all individuals and respects differences in regards to race, ethnicity, age, gender identity and expression, sexual orientation, religion, disability and socio-economic circumstance
Commitment to work collaboratively and respectfully toward resolving obstacles and/or conflicts
EXPERIENCE & QUALIFICATIONS
Familiarity with at least one type of Helpdesk ticketing software preferred
Advanced knowledge of Microsoft Office, Outlook, Mac OS and Mobile technology
Strong writing and verbal communication, 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
Ability to explain technical concepts in non-technical terms
Ability to lift and carry IT hardware as needed
Demonstrated problem solving abilities
Associate Degree in Information Technology or a related field; and/ or at least three years of work experience providing IT support, is preferred
Intermediate level knowledge of enterprise infrastructure monitoring tools, is preferred
Excellent troubleshooting skills; ability to effectively assist users, resolve issues and escalate as necessary, is preferred
Experience in standardized desktop and laptop image creation and management via Microsoft Windows Deployment Services, is preferred
Familiarity with mobile device management tools preferred (experience with AirWatch MDM), is preferred
COMPENSATION
The annual salary for this position is $61,753 (Level J). This salary is reflective of a position based in Denver, CO.
ABOUT THE ACLU
The ACLU dares to create a more perfect union – beyond one person, party, or side. Our mission is to realize this promise of the United States Constitution for all and expand the reach of its guarantees.
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 from government abuse and overreach.
Equity, diversity, and inclusion are core values of the ACLU and central to our work to advance liberty, equality, and justice for all. 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.
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, veteran status and record of arrest or conviction, or any other characteristic protected by applicable law. Black people, Indigenous people, people of color; lesbian, gay, bisexual, transgender, queer, and intersex people; women; people with disabilities, protected veterans, and formerly incarcerated individuals are all strongly encouraged to apply.
The ACLU makes every effort to assure that its recruitment and employment provide all qualified persons, including persons with disabilities, with full opportunities for employment in all positions.
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.
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