IT Technical Support Officer

Jhpiego•Baltimore, MD

13d•$63,095 - $77,773

About The Position

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.

Requirements

Two-year degree in Computer Science, Network Administration, Cybersecurity or equivalent experience and knowledge
4-5 years related technical and user support experience
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/Washinton DC
Possible international travel is required
Able to carry loads of 50lbs, including servers, printers, and computers for physical set up

Nice To Haves

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.

Responsibilities

Responds to and resolves service requests
Install, configure, and manage laptops (Windows and MacOS)
Dispatches, assigns, and categorizes help desk requests in the ticketing system
Remedies all issues relating to laptop security
Assists in monitoring and maintaining local network infrastructure including switches, routers, and wireless access points.
Supports basic firewall configurations and VPN access setup for remote users.
Performs routine security checks on devices and reports vulnerabilities.
Supports patch management and antivirus updates across user devices.
Verifies that Microsoft Windows and Core Software are at current standard versions
Maintains IT equipment including replacement parts and warranties
Provides Audio/Visual support for web conferencing services: set up equipment, maintain conference rooms and coordinate delivery of services with the customer
Provides troubleshooting, reports reoccurring issues, and research trends for Jhpiego-supported systems
Troubleshoots Network Security Wireless, SharePoint and other related issues before escalating.
Manages processes and procedures for loaner equipment, services and training for laptops, phones, tablets, projectors, and digital cameras.
Builds and maintains the computer core images using imaging software and/or similar tools
Trains and supports staff on Microsoft 365 tools and core software
Conducts on-boarding and off-boarding sessions on Jhpiego’s IT services and policies
Coordinates purchase and support with customers and vendors, for Jhpiego Software and hardware
Tests core and noncore hardware\software for Apple and Windows devices
Performs routine endpoint and security checks; reports and remediate vulnerabilities.
Supports AI-based tools for collaboration and productivity (e.g., Copilot for M365).
Tests, evaluates, and recommends new technologies for improved efficiency and security.
Ensures adherence to Jhpiego Global IT and Data Protection policies.
Implements and monitors endpoint security, certificate management, and data encryption standards.
coordinate with Global IT team to develop a schedule for key activities and reviews
Documents configurations, incidents, and changes per ITSM processes.
Maintains IT asset inventory and assists in secure equipment disposal.
Supports cybersecurity awareness campaigns and reports on compliance posture.
Follows Jhpiego’s global IT Service Management (ITIL-based) procedures.
Participates in local and global IT initiatives and pilots related to AI adoption, cybersecurity, and process automation
Prepares and shares periodic service and project reports.
Collaborates with the Network and Security teams on escalated issues.
Participate in Documenting and maintaining user guides, FAQs, and training resources.