Helpdesk Technician

Department: Technology Team

Position: Helpdesk Technician

Reporting to: Technology Director

Compensation: $/year

Work Location & Eligibility: This is a hybrid role that requires working onsite at our Washington DC office (1220 L St NW Suite 500) two to three days per week.

About RAINN

RAINN (Rape Abuse & Incest National Network) is the nations largest anti-sexual violence organization and a leading voice in reshaping how our country understands prevents and responds to sexual violence. Through a holistic focus on Prevention Justice and Healing RAINN provides survivor support education research and policy advocacy to drive systemic change. Our work is grounded in compassion equity and accountability and supported by dedicated staff who ensure RAINNs mission can be carried out effectively every day.

Role Summary

The Helpdesk Technician plays a critical role in supporting RAINNs staff and mission by ensuring reliable secure and responsive technology support across the organization. Reporting to the Technology Director this role provides frontline IT assistance to more than 200 employees in a primarily Mac-based environment with some Windows systems. The Helpdesk Technician supports day-to-day technology operations employee onboarding and off-boarding account management and troubleshooting while contributing to a positive service-oriented experience for staff.

This is a hybrid position requiring onsite work in RAINNs Washington DC office two to three days per week with participation in a rotating on-call schedule to support RAINNs 24/7 operations. The ideal candidate is curious dependable and eager to grow their technical skills in a collaborative mission-driven environment where technology directly supports survivor services and organizational impact.

Required Qualifications:

Experience & Technical Skills

• Experience troubleshooting macOS and Windows systems is preferred ideally with one to two years of hands-on support experience.
• Familiarity with basic IT tools including installing software updates and managing user accounts.
• Proficiency in Google Workspace applications (Gmail Calendar Drive Docs Sheets Slides Forms) with demonstrated ability to effectively utilize these tools for communication collaboration organization and data management.
• Willingness to learn and use additional tools over time such as macOS administrative tools Jamf Jira or similar software platforms.

Communication & Work Style

• Ability to explain simple technical procedures clearly and patiently both verbally and in writing.
• Comfortable working independently on assigned tasks while also collaborating with a team when needed.
• Demonstrates a strong interest in learning growing and building a long term foundation in IT.

Additional Requirements

• Must complete and pass a criminal background check administered by RAINN.

Essential Duties and Responsibilities:

IT Support & Operations

• Provide day-to-day IT support for staff working in the office.
• Set up maintain and support conference rooms and shared office technology.
• Manage printers including initial setup troubleshooting and access codes.
• Identify troubleshoot and resolve computer software and hardware issues in a timely manner.
• Assist with purchasing replacing or upgrading IT equipment as needed.
• Support employees with VPN setup and basic connectivity issues.

On-Call Support

• Participate in a rotating on-call schedule to assist RAINN employees as needed.
• Support a 24/7 organization that provides services around the clock.

User & Account Management

• Help create update and deactivate user accounts within Google Workspace.
• Support employee onboarding and offboarding by preparing and collecting IT equipment and access.
• Assist with managing Google Groups and related permissions.

Systems & Application Management

• Test applications before they are installed or made available to staff.
• Install and update software applications on staff computers.
• Set up computers devices and equipment for new employees.
• Configure administrative access when required following established guidelines.

Documentation

• Create and maintain clear troubleshooting guides and internal documentation.
• Document the setup maintenance and support processes for office equipment and systems.

Inventory & Asset Management

• Track IT equipment and technology assets to ensure accurate records.
• Label maintain and organize monitors printers and other hardware.

Professional Attributes

• Friendly and approachable communicator with strong interpersonal skills.
• Motivated to learn new technology and continue developing IT skills.
• RAINN supports professional growth through training and career development opportunities.

RAINN Location

RAINNs headquarters are based in Washington DC. This position may be based regionally for someone whose residence is within the continental USA. Although this may be a remote role it may require some periodic business travel to our DC offices for onsite meetings and training sessions.

Remote Work Requirements

RAINN employees are required to have a home office setup with a dependable high-speed internet connection. This must be sufficient to support all job-related tasks including accessing systems communicating with teams and providing uninterrupted hotline services or administrative support.

Only complete applications will be considered. Please no phone calls.

RAINN offers competitive compensation and a generous benefits package that includes medical dental and vision insurance life insurance employee assistance a 403(b) retirement savings plan paid vacation sick leave paid holidays including a bonus week and free access to the buildings fitness center. RAINN is based in Washington D.C.

When you work for RAINN youre joining a team of experts and professionals who stand up for survivors of sexual violence every day. Your job is important and so are you! RAINN will not discriminate against any employee or applicant for employment because of race color creed religion national origin sex age individual identity genetic information disability or protected veteran status. RAINN encourages all qualified candidates to apply.

EOE/M/F/D/V

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of the essential functions responsibilities and/or requirements.

Required Experience:

IC