Service Desk Technician II
Core
First-line technical end-user support for a 550+ person national staff across multiple US offices and remote locations.
Role type
Service Desk Technician II (Level J)
Builds
Maintains availability of business-critical IT services and user productivity tools.
Domain
Corporate IT / Civil Liberties Organization
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
troubleshooting, customer service, ticketing software familiarity, account management, hardware/software configuration
Preferred skills
enterprise infrastructure monitoring, Microsoft Office/Outlook/Mobile technology, Windows/MacOS configuration, desktop/mobile device troubleshooting
Technologies
Microsoft Windows 11, MacOS, Microsoft 365, Active Directory, Exchange/Office 365
Responsibilities
Manage and troubleshoot on-premise and remote end-user requests; create and manage user accounts and access rights; configure desktops, laptops, printers, and mobile devices; dispatch and escalate complex technical tickets; provide audio-visual support for conferences; provide on-call coverage; travel to outside offices and meetings.
Seniority
Mid-level, hands-on IC