Job Responsibilities : IT Support Analyst
Salary : $75,027 a year
Company : ACLU
Location : Remote
Educational requirements : Associate Degree
Title: IT Support Analyst
Office: National Offices
Location: San Francisco, CA
ABOUT THE JOB
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 ACLU seeks a full-time position of IT Support Analyst in the Information Technology Department of the ACLU’s National office. This position will be based remotely in San Francisco, CA.
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
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
- Ability to explain technical concepts in non-technical terms
- Ability to lift and carry IT hardware as needed
- Associate Degree in Information Technology or a related field; and/ or at least three years of work experience providing IT support, is preferred
COMPENSATION
The annual salary for this position is $75,027 (Level J). This salary is reflective of a position based in San Francisco, CA.
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