Desktop Support Associate II

THE OPPORTUNITY ActBlue is a nonprofit organization that builds technology and infrastructure for Democratic campaigns, progressive organizations, and nonprofits. We empower small‑dollar donors and help them make their voices heard. The Desktop Support Associate II is the go‑to technical resource for ActBlue staff working remotely across the country and in our Boston‑area office. This role combines high‑touch end‑user support with hands‑on ownership of IT processes, SaaS administration, and project execution. You’ll work closely with Security, HR, and other teams to deliver a reliable, secure, and seamless technology experience for every ActBlue employee. The role reports to the Sr. IT Manager and is part of the Desktop Support team responsible for supporting 300+ staff members. To thrive in this role, you need to be a fast learner who works well both asynchronously and collaboratively in a remote‑first environment. WHAT YOU WILL DO Serve as a primary resource for day‑to‑day end‑user support across hardware, software, and SaaS applications for remote and in‑office staff Execute core IT processes including onboarding, offboarding, incident management, and change management while actively identifying opportunities to improve how those processes work Triage and respond to the IT support queue, prioritizing tickets to maintain service level commitments across a distributed workforce Support and administer core SaaS platforms including Okta, Jamf, Google Workspace, Slack, Atlassian, and Zoom Support identity and access management workflows, including provisioning, SSO configurations, and access reviews Follow and uphold endpoint security standards including patch compliance, configuration enforcement, and MDM policy management, and surface gaps or improvement opportunities to the team Coordinate with vendors to resolve technical issues and procure hardware and networking equipment as needed Participate in and contribute to IT application rollouts and cross‑functional technology projects Recognize and surface opportunities to automate repetitive tasks and improve service delivery efficiency Maintain accurate, high‑quality technical documentation for processes, systems, and projects Contribute to the IT knowledge base to support team scalability and end‑user self‑service Support in‑office IT operations including conference room AV, badge systems, and hardware inventory Support wired and wireless networking troubleshooting in the physical office Provide end‑user training on tools and processes to promote technology fluency across the organization WHAT YOU BRING 3+ years of relevant IT or desktop support experience Demonstrated experience developing, documenting, and maintaining IT processes and procedures Strong working knowledge of Jamf, Okta, Google Workspace, Slack, Atlassian, and Zoom Advanced knowledge of macOS environments, with experience supporting Apple devices (Mac, iPhone, iPad) in a managed enterprise setting Familiarity with endpoint security tooling, MDM platforms, and SSO/identity provider integrations Experience supporting meeting room and conferencing technology (Zoom Rooms, telephony, AV equipment) Comfort with scripting, automation tools, or low‑code platforms to streamline IT workflows is a plus Project management experience, including cross‑functional technical projects Excellent written and verbal communication skills; able to translate technical concepts for non‑technical audiences Collaborative, people‑first approach to support—patient, thorough, and solutions‑oriented Willingness to work across U.S. time zones and support our Boston‑area office onsite at least two times per week Able to lift 25 pounds WORK & BENEFITS SNAPSHOT Full‑time, remote, salaried position. Travel may be required on a limited basis to attend all‑staff and departmental retreats (1‑2 times per year). Additional travel may be required for select positions. REGISTERED STATES Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Wisconsin, Wyoming, and Washington D.C. ActBlue is currently registered to support remote work in the states listed above, and we possess the ability to register in additional states as needed. If you are located in a state not listed, we may still be able to proceed with your application, but please note that the offer process may take longer to accommodate registration requirements. WORK SCHEDULE Availability during established, regular business hours (Mon‑Fri). Expected to be part of an on‑call rotation which may result in working non‑traditional hours as needed. WORK ENVIRONMENT ActBlue’s headquarters are located in the Financial District of Downtown Crossing in Boston, MA. If hired for this role, you may have the option to onboard and begin working remotely from your home prior to working in‑office. SALARY RANGE DETAILS $65,658 - $81,543 - $97,428. ActBlue is committed to consistent compensation practices across our organization. Final salary offers will take into account factors such as candidate experience, interview performance, and current team salary parity. BENEFITS Flexible work schedules and an unlimited time‑off policy Fully paid and trans‑inclusive health, dental, and vision insurance for employees and their families; plus fully‑paid health reimbursement arrangement to use for out‑of‑pocket expenses and fully‑paid short‑ and long‑term disability Fully paid basic and AD&D life insurance and a voluntary supplemental life insurance option Dependent and health care flexible spending account options Employee Assistance Program (EAP) benefits for employees Automatic 2% Employer‑paid 401(k) contribution, plus up to an additional 6% match on employee contributions A minimum of three months paid medical, family, and parental leave (for all new parents, adoptions included) Commuter or home‑office benefits, including a $1,000 home‑office setup allowance for all new full‑time remote employees Additional perks including quarterly snack deliveries and digital subscriptions to the Boston Globe and New York Times ActBlue is unable to sponsor work visas at this time. UNION INFORMATION The terms and conditions of this position are subject to a collective bargaining agreement with the Campaign Workers Guild, the exclusive bargaining agent of covered ActBlue employees. BACKGROUND CHECKS As part of the hiring process, ActBlue will conduct a background check at the time of offer in compliance with applicable laws and will not be initiated without your consent. INCLUSION STATEMENT FROM ACTBLUE ActBlue is committed to equal employment opportunities and fostering a diverse, inclusive workplace. We celebrate unique perspectives, honor the dignity of all individuals, and recognize that diverse backgrounds and identities strengthen our mission. If you’re passionate about our work and see yourself in this role, we encourage you to apply—even if you don’t meet every requirement. We also provide reasonable accommodations for individuals with disabilities throughout the hiring process and employment. To request an accommodation, email View email address on click.appcast.io. ActBlue will never ask candidates to buy equipment, nor will we email from anything other than an actblue.com or actbluetech.com email address. #J-18808-Ljbffr