Service Desk System Administrator

American Humane seeks a highly motivated self-starter with superb attention to detail, excellent time management skills, and outstanding communication skills to serve as our Service Desk System Administrator with our IT team. This position will be hybrid; the person will work both remotely and in-person in our DC office. The Service Desk System Administrator reports directly to the Director of Information Technology and Security.  American Humane is committed to fostering diversity, equity, and inclusion in the workplace. As we seek to fill this position, we highly encourage applicants from diverse backgrounds to apply

For more than 100 years American Humane has been first in promoting the welfare and safety of animals and strengthening the bond between animals and people.  We are first to serve, wherever animals are in need of rescue, shelter, protection or security. Through our innovative leadership initiatives – from our “No Animals Were Harmed®” program in Hollywood to broad-based farm and conservation animal welfare certifications, to rapid response rescue and care across the country – American Humane sets the gold standard as the most visionary and effective animal welfare organization in the nation..

Position summary:  

Service Desk System Administrator is responsible for supporting ongoing, mission critical technology needs of the organization. The person in this position is responsible for providing a high level of user support to staff and managing a broad portfolio of IT services like Microsoft Azure, Intune, Private Cloud management, Cloud Security, Cloud Content Management, Firewalls, VoIP telephone systems and a variety of other IT admin tools.  This position works as a collaborative member of the IT team and reports to the Director of IT & Security.

Responsibilities:

• Provide first and second level support to the end-users on hardware, software and network related problems, questions and/or issues.
• Administrate Office 365 services - new user onboarding, including creation and configuration of user accounts in Active Directory, Microsoft 365 and other productivity applications.
• Troubleshoot and determine problems for operating systems (Windows/Mac/iOS), applications (MS Office, Box etc.) and remote access.
• Manage and troubleshoot Zoom Phone Systems, create user accounts, manage access to shared lines.
• Assist with the deployment of new systems, tools and environmental migrations as required.
• Develop and perform end user training for new and current systems.
• Support Microsoft Windows based computers using Microsoft InTune or similar tools for application delivery, inventory tracking, and patch management via current systems while working towards an automated MDM for Windows Updates and end user device support.
• Manage the deployment, configuration, updates and continued support of AH iPad fleet via and MDM solution.
• Responsible for opening, tracking, and closing Help Desk tickets via ticketing system.
• Ensure help desk ticket ownership and promote end-user satisfaction.
• Work closely with staff members to develop collaborative solutions and ensure American Humane’s needs are being met.
• Maintain IT inventory information. Assist with tracking and maintaining computer fixed assets, device deployment, and provide insight on asset purchasing and device recommendations.
• Discuss and evaluate technology initiatives/improvements with IT management.
• Perform other duties and work assignments as assigned.

Essential experience, knowledge, skills and abilities:

• 1-3 years of related experience, including internships, preferred.
• Demonstrated experience with Microsoft 365 suite of products.
• Experience using Mobile Device Management systems (jamf preferred).
• Active Directory knowledge, troubleshooting, familiar with Permission Groups, and OU's.
• Demonstrated experience managing small to mid-size projects such as new implementations and migrations.
• Excellent troubleshooting and critical thinking skills.
• Willingness to develop professionally.
• Strong communication skills, both oral and written.
• High level of organizational skill; able to juggle multiple competing priorities.
• Demonstrates high level of customer service orientation.
• Sound judgement and high level of discretion when handling sensitive and confidential information.
• Experience with Cloud platforms like Microsoft Azure and/or AWS, desired but not required.
• Certifications: Microsoft, AWS and/or ITIL, desired but not required.

Physical demands and work environment: 

• Hybrid position based in Washington, DC headquarters office with remote telework based on organizational policy, need and manager discretion.
• Standard working office environment; must be o.k. with animals, particularly, dogs in the office or at work events.
• Must be able to sit for extended periods as well as look at and work from a computer screen for long periods.
• Occasionally lift and/or move up to 50 pounds.
• May require evening and weekend hours on occasion as needed.

American Humane’s core values define our workplace, and these values serve as the cornerstone for interactions in advancing our mission and institutional goals. Employees are expected to adhere to all organizational policies and to act as role models, demonstrating American Humane’s core values:

• Compassion – Being kind and caring in our interactions with others.
• Accountability - Holding ourselves to the highest standards. Following through on commitments and owning our actions, behavior, and decisions.
• Respect for All – Being professional, listening to others and honoring diversity in all its forms.
• Loyalty to Mission  – Staying focused on our purpose and our mission – our nation’s most vulnerable depend on us.
• Sustainability - Contributing to being a great place to work and achieving our shared mission and goals to make a difference, now and in the future.
• Honesty, Integrity, Trust – Demonstrating transparency, as trusted stewards of donor resources, supporting our leadership and one another.

American Humane (AH) is an Equal Opportunity Employer with a commitment to fostering and growing diversity, equity and inclusion in the workplace and the humane space.