IT Help Desk Administrator

Oregon Humane Society | Portland, OR

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Posted Date 2/07/2023
Description

Level: Experienced

Job Location: OHS Main Shelter - Portland, OR

Position Type: Full Time

Salary Range: Undisclosed

About the Oregon Humane Society

Founded in 1868, Oregon Humane Society is the Northwest's oldest and largest animal welfare organization with one of the highest adoption rates in the nation. We are working toward our vision of a world where all animals are treated with compassion, kindness and respect. With campuses in Portland and Salem, OHS is an Oregon-based nonprofit that relies on donor support for its adoption, education, medical and humane law enforcement programs. Visit oregonhumane.org to learn more about how we are creating a More Humane Society.

The Team

The Information Technology team of the Oregon Humane Society provides support and service for all technological aspects of the organization. This includes but is not limited to providing support, service, and/or training for all: distributed systems, software and services, server infrastructure, network, cyber security, and cloud-based administrative and software solutions. 

The Position

This position is a first-level help desk support role, requiring the applicant to have some experience with IT help desk support. The ideal candidate is technically savvy, is good at linear thinking, must have keen customer support skills, and has a grand alacrity of spirit with regards to learning new things quickly and applying them practically. The shift for this role is Sunday - Thursday. 

Essential Responsibilities

PERSONAL LEADEDERSHIP

  • Consistently strives to exceed expectations; demonstrates flexibility, resilience, and the ability to maintain positive relationships and composure, even under difficult circumstances.
  • Maintains high ethical standards, including exhibiting behaviors and actions that embrace and align to our organization and customer service values, while treating all people with respect and dignity.
  • Demonstrates an awareness of your individual personal strengths and development needs, modeling non-defensive behavior and openness to feedback; builds a culture of feedback and learning.

LEARNING

  • Contributes to regular dialogue and accountability with the leadership team and across the organization to review progress and course correct if necessary.
  • Utilizes data and insights to identify, understand and articulate the key inputs and metrics that tell the story of the organization/team strategy and its progress.
  • Builds appropriate feedback loops to measure if we are meeting key milestones and if the impact planned is being felt across the organization.

INFLUENCE & REPRESENTATION

  • Communicate effectively to executive and other stakeholder groups to ensure they are informed and able to actively engage.
  • Liaise with and maintain productive relationships with all stakeholders, including other departments, and donors; build mutually rewarding professional relationships inside OHS at all levels.
  • Leverage our best practices externally and grow OHS’ reputation as a leader in the animal welfare space.

PRIMARY RESPONSIBILITIES

  • Provide end-user support for all IT systems. Escalate issues when necessary if unable to resolve the problem. Take steps to ensure customer satisfaction at the end of the request for assistance. Promptly notify management of any potentially dissatisfied customers.
  • Respond to customer service requests in a timely fashion.
  • Establish priorities and objectives according to the severity of the customer service issue.
  • Track IT requests for technical assistance on hardware, software, network and telecommunications equipment and applications in the IT ticket system.
  • Deploy and maintain distributed systems – desktops, laptops, tablets, cell phones, printers, etc.
  • Perform account auditing for the purpose of eliminating unused volunteer and employee accounts.
  • Communicate effectively with managers throughout account auditing process – business owners, as well as the IT manager.
  • With communication and coordination, tighten account security for explicit platforms, setting password restrictions, etc.
  • Actively take ownership of hardware cleanup – moving recyclable material to warehouse and arrange pickup, clearing shelving of unused equipment, organizing computers and computer-related hardware, with input from the IT team.
  • Network cabling clean-up.
  • Install and configure software applications using a variety of tools and scripts. Document procedures for computer and software deployment and disposal.
  • Maintain list of IT-related systems, assets and software licenses.
  • Deploy telephones and mobile devices. Manage and configure the telephone system. Setup unified messaging for select mobile device users. Assign telephone numbers, manage voice mail, and create call distribution groups. Administer the automated call system.
  • Configure user accounts and e-mail, including new staff and volunteer account creation and deletion.
  • Install and configure printers and copiers. Manage printer toner inventories. Escalate issues to printer services provider.
  • Manage and monitor backups of systems and data. Track onsite and offsite storage of backup data. Document backup and recovery procedures. Test data recovery regularly.  
  • Manage IT checkout equipment, including laptops and projectors.
  • Maintain accurate inventory of IT assets including software licenses and equipment. Retire and dispose of equipment, ensuring all sensitive data has been removed.
  • Utilize exceptional interpersonal skills work to develop a solid understanding of user’s needs. Use information systems analysis to provide solutions for the IT needs of OHS.
  • Utilize vendor technical support when necessary to repair or upgrade systems.
  • Monitor systems for trouble using manual and automated tools and processes.
  • Automate tasks using technical solutions including scripting, applications, utilities, and services. Document processes and procedures for routine maintenance of OHS systems.
  • Work with vendors to procure software, hardware and supplies as directed. Recommend replacement of obsolete equipment, or application upgrades. Assist with maintaining vendor support of systems.
  • Continually build and maintain technical proficiency in all applications utilized by staff.
  • Administer and monitor IT system security and access. Activate and de-activate user accounts and building access. Administer access to computer systems, including e-mail and databases. Document and follow procedures related to the secure disposition of user accounts and data.
  • Install and configure surveillance systems, including video recorders and cameras.
  • Perform all other position related duties as assigned or requested by OHS management.

 

ACCOUNTABILITY

Reports Directly To: IT Director

Often Engages Directly With: OHS Staff, Senior IT Help Desk Specialist, Systems Admin

 

This position is located at the Portland location. 

Full Time, Non-Exempt 

 


 

Minimum Qualification & Transferable Skills

We are interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We welcome applicants who bring a diversity of identity, culture, experience, perspective and thought. We encourage you to apply, even if you do not believe you meet every one of the qualifications described. You are also encouraged to address how your professional and lived experience, scholarship, mentorship and/or service will contribute to the Oregon Humane Society.

  • 3 or more years of experience in a help desk support role.
  • Experience with Windows environment admin support tools, including but not limited to: Active Directory, Exchange management, Office 365 tools, Azure AD tools, PDQ or other deployment and update mechanisms.
  • Technical skills – experience or familiarity with: 
    • Microsoft desktop and server operating system administration. Experience with Windows 10 or later, and Microsoft Office 2010 or later preferred.
    • Administration of wired and wireless network equipment, including installation, monitoring, and configuration
    • Networking protocol experience with DHCP, DNS, SNMP and TCP/IP.
    • Backup technologies and methodologies, data backup and restore, data storage devices including tape and disk-based storage, disaster recovery techniques.
    • Basic skills in Cloud (hosted) technologies, including Web hosting, Software as a Service (SaaS), Infrastructure as a Service, and online file hosting.
    • PC and peripheral deployment, troubleshooting, and repair. Setup and ongoing maintenance of automated deployment systems – e.g. PXE booting and imaging.
    • Printer management, deployment of desktop printers, management of group printer settings.
    • Group policy updates, troubleshooting, and/or creation.
    • Powershell and/or Visual Code use, editing, and troubleshooting. If not experience, a willingness and capabilitity to learn and manage.
    • Troubleshooting, training, upgrading, and configuring all aspects of installed and cloud software solutions for distributed systems.
    • Telephone system administration. Setup of phone lines, voice mail, automatic call distribution groups, unified messaging, and call recordings. Deployment of wired phones, mobile phones and tablets
  • Able to exercise sound judgment and maintain a professional demeanor during all interactions with the public, partner agencies, donors, staff and volunteers.
  • Proficiency using the Microsoft Office Suite, including Outlook, Word, Excel.
  • Excellent verbal and written communication skills - able to communicate with a diverse population in a consistently informative, respectful and professional manner.

 

Work Environment Conditions & Physical Requirements

This position interacts and collaborates will all levels of the organization, including OHS staff, executive team members, donors, general-public, external vendors, volunteers, and supporters. Contact and communication is carried out through face-to-face, telephone and digital interactions. Excellent customer service skills are essential to success. Communication must be clear, understandable, professional and respectful in all circumstances.

WORKING CONDITIONS

  • Work is performed in an office and medical center/animal shelter environment.
  • Occasional weekend and evening work may be required.
  • Animal contact and related injuries may occur.
  • Noise exposure varies and sometimes includes uncontrolled barking and other animal vocalizations.
  • Pace of work is active and demanding, requiring a high degree of multitasking and ability to adapt to changing priorities while managing concurrent projects/tasks to completion.
  • Contact with angry or emotional people may occur.

PHYSICAL REQUIREMENTS

  • Occasional lifting and moving of inanimate objects weighing up to 50 lbs.
  • Occasional pushing and pulling of carted items weighing up to 100 lbs.
  • Occasional moving items above shoulder level.
  • Occasional use of hands and arms at or above shoulder level.
  • Prolonged standing, sitting and/or stooping may occur.
  • Occasional climbing and bending.
  • Must be able to lift, move, restrain, guide, or manage an animal weighing up to 150 lbs. on a leash on an occasional basis.
  • Must be able to remain in a stationary position for prolonged periods.
  • Ability to respond and perform life saving techniques in an emergency.

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds and ways of thinking, we are better able to leverage the collective power of our teams and address and overcome complex challenges and barriers. We strive for a culture of integrity, respect and compassion where every member of our community contributes their perspectives and authentic selves and where everyone reaches their potential as individuals and teams. We recognize that striving for diversity, equity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Oregon Humane Society is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives and skills so that we can be collectively stronger and have sustained impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group.

At-Will Employment

This position description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to follow any other job-related duties required by their supervisor. This document does not create an employment contract implied or otherwise, other than an “at-will” relationship.

About the Oregon Humane Society

Founded in 1868, Oregon Humane Society is the Northwest's oldest and largest animal welfare organization with one of the highest adoption rates in the nation. We are working toward our vision of a world where all animals are treated with compassion, kindness and respect. With campuses in Portland and Salem, OHS is an Oregon-based nonprofit that relies on donor support for its adoption, education, medical and humane law enforcement programs. Visit oregonhumane.org to learn more about how we are creating a More Humane Society.

The Team

The Information Technology team of the Oregon Humane Society provides support and service for all technological aspects of the organization. This includes but is not limited to providing support, service, and/or training for all: distributed systems, software and services, server infrastructure, network, cyber security, and cloud-based administrative and software solutions. 

The Position

This position is a first-level help desk support role, requiring the applicant to have some experience with IT help desk support. The ideal candidate is technically savvy, is good at linear thinking, must have keen customer support skills, and has a grand alacrity of spirit with regards to learning new things quickly and applying them practically. The shift for this role is Sunday - Thursday. 

Essential Responsibilities

PERSONAL LEADEDERSHIP

  • Consistently strives to exceed expectations; demonstrates flexibility, resilience, and the ability to maintain positive relationships and composure, even under difficult circumstances.
  • Maintains high ethical standards, including exhibiting behaviors and actions that embrace and align to our organization and customer service values, while treating all people with respect and dignity.
  • Demonstrates an awareness of your individual personal strengths and development needs, modeling non-defensive behavior and openness to feedback; builds a culture of feedback and learning.

LEARNING

  • Contributes to regular dialogue and accountability with the leadership team and across the organization to review progress and course correct if necessary.
  • Utilizes data and insights to identify, understand and articulate the key inputs and metrics that tell the story of the organization/team strategy and its progress.
  • Builds appropriate feedback loops to measure if we are meeting key milestones and if the impact planned is being felt across the organization.

INFLUENCE & REPRESENTATION

  • Communicate effectively to executive and other stakeholder groups to ensure they are informed and able to actively engage.
  • Liaise with and maintain productive relationships with all stakeholders, including other departments, and donors; build mutually rewarding professional relationships inside OHS at all levels.
  • Leverage our best practices externally and grow OHS’ reputation as a leader in the animal welfare space.

PRIMARY RESPONSIBILITIES

  • Provide end-user support for all IT systems. Escalate issues when necessary if unable to resolve the problem. Take steps to ensure customer satisfaction at the end of the request for assistance. Promptly notify management of any potentially dissatisfied customers.
  • Respond to customer service requests in a timely fashion.
  • Establish priorities and objectives according to the severity of the customer service issue.
  • Track IT requests for technical assistance on hardware, software, network and telecommunications equipment and applications in the IT ticket system.
  • Deploy and maintain distributed systems – desktops, laptops, tablets, cell phones, printers, etc.
  • Perform account auditing for the purpose of eliminating unused volunteer and employee accounts.
  • Communicate effectively with managers throughout account auditing process – business owners, as well as the IT manager.
  • With communication and coordination, tighten account security for explicit platforms, setting password restrictions, etc.
  • Actively take ownership of hardware cleanup – moving recyclable material to warehouse and arrange pickup, clearing shelving of unused equipment, organizing computers and computer-related hardware, with input from the IT team.
  • Network cabling clean-up.
  • Install and configure software applications using a variety of tools and scripts. Document procedures for computer and software deployment and disposal.
  • Maintain list of IT-related systems, assets and software licenses.
  • Deploy telephones and mobile devices. Manage and configure the telephone system. Setup unified messaging for select mobile device users. Assign telephone numbers, manage voice mail, and create call distribution groups. Administer the automated call system.
  • Configure user accounts and e-mail, including new staff and volunteer account creation and deletion.
  • Install and configure printers and copiers. Manage printer toner inventories. Escalate issues to printer services provider.
  • Manage and monitor backups of systems and data. Track onsite and offsite storage of backup data. Document backup and recovery procedures. Test data recovery regularly.  
  • Manage IT checkout equipment, including laptops and projectors.
  • Maintain accurate inventory of IT assets including software licenses and equipment. Retire and dispose of equipment, ensuring all sensitive data has been removed.
  • Utilize exceptional interpersonal skills work to develop a solid understanding of user’s needs. Use information systems analysis to provide solutions for the IT needs of OHS.
  • Utilize vendor technical support when necessary to repair or upgrade systems.
  • Monitor systems for trouble using manual and automated tools and processes.
  • Automate tasks using technical solutions including scripting, applications, utilities, and services. Document processes and procedures for routine maintenance of OHS systems.
  • Work with vendors to procure software, hardware and supplies as directed. Recommend replacement of obsolete equipment, or application upgrades. Assist with maintaining vendor support of systems.
  • Continually build and maintain technical proficiency in all applications utilized by staff.
  • Administer and monitor IT system security and access. Activate and de-activate user accounts and building access. Administer access to computer systems, including e-mail and databases. Document and follow procedures related to the secure disposition of user accounts and data.
  • Install and configure surveillance systems, including video recorders and cameras.
  • Perform all other position related duties as assigned or requested by OHS management.

 

ACCOUNTABILITY

Reports Directly To: IT Director

Often Engages Directly With: OHS Staff, Senior IT Help Desk Specialist, Systems Admin

 

This position is located at the Portland location. 

Full Time, Non-Exempt 

 

 

Minimum Qualification & Transferable Skills

We are interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We welcome applicants who bring a diversity of identity, culture, experience, perspective and thought. We encourage you to apply, even if you do not believe you meet every one of the qualifications described. You are also encouraged to address how your professional and lived experience, scholarship, mentorship and/or service will contribute to the Oregon Humane Society.

  • 3 or more years of experience in a help desk support role.
  • Experience with Windows environment admin support tools, including but not limited to: Active Directory, Exchange management, Office 365 tools, Azure AD tools, PDQ or other deployment and update mechanisms.
  • Technical skills – experience or familiarity with: 
    • Microsoft desktop and server operating system administration. Experience with Windows 10 or later, and Microsoft Office 2010 or later preferred.
    • Administration of wired and wireless network equipment, including installation, monitoring, and configuration
    • Networking protocol experience with DHCP, DNS, SNMP and TCP/IP.
    • Backup technologies and methodologies, data backup and restore, data storage devices including tape and disk-based storage, disaster recovery techniques.
    • Basic skills in Cloud (hosted) technologies, including Web hosting, Software as a Service (SaaS), Infrastructure as a Service, and online file hosting.
    • PC and peripheral deployment, troubleshooting, and repair. Setup and ongoing maintenance of automated deployment systems – e.g. PXE booting and imaging.
    • Printer management, deployment of desktop printers, management of group printer settings.
    • Group policy updates, troubleshooting, and/or creation.
    • Powershell and/or Visual Code use, editing, and troubleshooting. If not experience, a willingness and capabilitity to learn and manage.
    • Troubleshooting, training, upgrading, and configuring all aspects of installed and cloud software solutions for distributed systems.
    • Telephone system administration. Setup of phone lines, voice mail, automatic call distribution groups, unified messaging, and call recordings. Deployment of wired phones, mobile phones and tablets
  • Able to exercise sound judgment and maintain a professional demeanor during all interactions with the public, partner agencies, donors, staff and volunteers.
  • Proficiency using the Microsoft Office Suite, including Outlook, Word, Excel.
  • Excellent verbal and written communication skills - able to communicate with a diverse population in a consistently informative, respectful and professional manner.

 

Work Environment Conditions & Physical Requirements

This position interacts and collaborates will all levels of the organization, including OHS staff, executive team members, donors, general-public, external vendors, volunteers, and supporters. Contact and communication is carried out through face-to-face, telephone and digital interactions. Excellent customer service skills are essential to success. Communication must be clear, understandable, professional and respectful in all circumstances.

WORKING CONDITIONS

  • Work is performed in an office and medical center/animal shelter environment.
  • Occasional weekend and evening work may be required.
  • Animal contact and related injuries may occur.
  • Noise exposure varies and sometimes includes uncontrolled barking and other animal vocalizations.
  • Pace of work is active and demanding, requiring a high degree of multitasking and ability to adapt to changing priorities while managing concurrent projects/tasks to completion.
  • Contact with angry or emotional people may occur.

PHYSICAL REQUIREMENTS

  • Occasional lifting and moving of inanimate objects weighing up to 50 lbs.
  • Occasional pushing and pulling of carted items weighing up to 100 lbs.
  • Occasional moving items above shoulder level.
  • Occasional use of hands and arms at or above shoulder level.
  • Prolonged standing, sitting and/or stooping may occur.
  • Occasional climbing and bending.
  • Must be able to lift, move, restrain, guide, or manage an animal weighing up to 150 lbs. on a leash on an occasional basis.
  • Must be able to remain in a stationary position for prolonged periods.
  • Ability to respond and perform life saving techniques in an emergency.

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds and ways of thinking, we are better able to leverage the collective power of our teams and address and overcome complex challenges and barriers. We strive for a culture of integrity, respect and compassion where every member of our community contributes their perspectives and authentic selves and where everyone reaches their potential as individuals and teams. We recognize that striving for diversity, equity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Oregon Humane Society is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives and skills so that we can be collectively stronger and have sustained impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group.

At-Will Employment

This position description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to follow any other job-related duties required by their supervisor. This document does not create an employment contract implied or otherwise, other than an “at-will” relationship.

Listing Type
Jobs
Categories
Nonprofit
Position Type
Full Time
Experience Level
Mid Level
Employer Type
Direct Employer
Salary
Undisclosed

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