IT Technical Support Officer
2 months ago
Baltimore
< 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 hardware\software 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