Desktop Support Associate II Boston, Massachusetts, United States

ActBlue is a nonprofit organization dedicated to creating cutting‑edge technology that fuels Democratic victories and enables progressive causes to thrive. About the role 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. This role reports to the Sr. IT Manager and is part of the Desktop Support team responsible for supporting 300+ staff members. In this position, you’ll partner closely with our Systems Administration team and collaborate cross‑departmentally to deliver solutions that support the broader goals of the organization. To thrive in this role, you’ll need to be a fast learner who works well both asynchronously and collaboratively in a remote‑first environment. Responsibilities 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 Qualifications 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 This is a 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. Work schedule: Mon‑Fri regular business hours with occasional on‑call rotation that may require working non‑traditional hours. Work environment: ActBlue’s headquarters located in the Financial District of Downtown Crossing in Boston, MA. You may on‑board and begin working remotely prior to working in‑office. Salary Range $65,658 - $81,543 - $97,428 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 401K 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 & New York Times 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 our hiring process, ActBlue will conduct a background check at the time of offer. This will be completed in compliance with applicable laws and will not be initiated without your consent. EEO & Inclusion Statement 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. Reasonable Accommodations 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. Visa Sponsorship ActBlue is unable to sponsor work visas at this time. #J-18808-Ljbffr ActBlue Charities Inc.