The IT Technical Support Officer provides frontline technical support for Jhpiego’s global staff, including user support for equipment, software, networking, and cybersecurity. The role requires a service-oriented and organized professional who can troubleshoot, prioritize, and resolve a variety of IT issues while upholding global IT standards and policies.
The incumbent will support Jhpiego’s growing digital ecosystem ranging from Microsoft 365 and Azure environments to endpoint management, AI-enabled productivity tools, and cybersecurity controls, ensuring a secure, reliable, and user-friendly experience. This includes managing service requests, maintaining IT assets, supporting secure connectivity, and assisting in technology evaluations and pilots related to AI, automation, and emerging technologies.
Specific Duties & Responsibilities:
Services and Support
- Respond to and resolve service requests, Install, configure, and manage laptops (Windows and MacOS).
- Dispatch, assign, and categorize help desk requests in the ticketing system.
- Remedy all issues relating to laptop security.
- Assist in monitoring and maintaining local network infrastructure including switches, routers, and wireless access points.
- Support basic firewall configurations and VPN access setup for remote users.
- Perform routine security checks on devices and reports vulnerabilities.
- Support patch management and antivirus updates across user devices.
- Verify that Microsoft Windows and Core Software are at current standard versions.
- Maintain IT equipment including replacement partsand warranties.
- Provide Audio/Visual support for web conferencing services: set up equipment, maintain conference rooms and coordinate delivery of services with the customer.
- Provide troubleshooting, reports reoccurring issues, and research trends for Jhpiego-supported systems.
- Troubleshoot Network Security Wireless, SharePoint and other related issues before escalating.
- Manage processes and procedures for loaner equipment, services and training for laptops, phones, tablets, projectors, and digital cameras.
- Build and maintain the computer core images using imaging software and/or similar tools.
- Train and support staff on Microsoft 365 toolsand core software.
- Conduct on-boarding and off-boarding sessions on Jhpiego’s IT services and policies,
- Coordinate purchase and support with customers and vendors, for Jhpiego Software and hardware.
- Test core and noncore hardwaresoftware for Apple and Windows devices.
- Perform routine endpoint and security checks; reports and remediate vulnerabilities.
- Support AI-based tools for collaboration and productivity (e.g., Copilot for M365).
- Test, evaluate, and recommend new technologies for improved efficiency and security.
Compliance & Security
- Ensure adherence to Jhpiego Global IT and Data Protection policies.
- Implement and monitors endpoint security, certificate management, and data encryption standards.
- Coordinate with Global IT team to develop a schedule for key activities and reviews.
- Document configurations, incidents, and changes per ITSM processes.
- Maintain IT asset inventory and assists in secure equipment disposal.
- Support cybersecurity awareness campaigns and reports on compliance posture.
- Follow Jhpiego’s global IT Service Management (ITIL-based) procedures.
Collaboration & Projects
- Participate in local and global IT initiatives and pilots related to AI adoption, cybersecurity, and process automation.
- Prepare and shares periodic service and project reports.
- Collaborate with the Network and Security teams on escalated issues.
- Participate in Documenting and maintaining user guides, FAQs, and training resources.
Minimum Qualifications
- High school diploma or graduation equivalent.
- Three years of related experience, including help desk or comparable IT client service.
- Additional education may substitute for required experience and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.
- Ability to travel internationally.
Preferred Qualifications
- ITIL Foundation and/or Microsoft Technology certifications preferred (e.g., MD-102, MS-900)
- CompTIA Network+ or CompTIA Security+
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
- AI Fundamentals or equivalent certification
- Prior experience supporting users in a hybrid (on-site and remote) global environment.
- Exposure to cloud infrastructure (Azure) or IT operations automation tools.
Special Skills, Knowledge & Abilities:
- Strong troubleshooting skills with working knowledge of network infrastructure, Active Directory, Azure AD (Entra ID), and security protocols.
- Basic understanding of TCP/IP, DNS, DHCP, VLANs, and Wi-Fi configuration.
- Familiarity with endpoint management using Microsoft Intune and Defender for Endpoint.
- Exposure to Zero Trust principles, identity protection, conditional access, and multi-factor authentication (MFA).
- Knowledge of cybersecurity best practices, such as phishing prevention, data classification, and device hardening.
- Awareness of AI-powered tools (e.g., Copilot, ChatGPT, Power Automate, or similar) and their safe, compliant use in workplace productivity.
- Experience supporting Windows and macOS laptops and mobile devices (iOS, Android).
- Proficiency with Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive).
- Strong customer service orientation, ability to communicate technical issues clearly to non-technical staff.
- Excellent written and verbal communication and documentation skills.
- Ability to manage multiple tasks, prioritize effectively, and work independently or collaboratively in a global team.
- Experience training staff in technology use and cybersecurity awareness.
- Back stop Jhpiego Help Desk team members, as scheduled in Baltimore/Washington DC
Classified Title: Sr. Technical Support Analyst
Job Posting Title (Working Title): IT Technical Support Officer
Role/Level/Range: ATO 37.5/03/OG
Starting Salary Range: $63,095 – $77,773 Commensurate with Experience
Employee group: Full Time
Schedule: Mon – Fri 8:30 AM – 5:00 PM
FLSA Status: Non-Exempt
Location: Jhpiego
Department name: 60000107-Global IT
Personnel area: Academic and Business Centers
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