IT Technical Support Officer

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.

• 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.

• 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
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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