The IT Technical Support Officer needed to effectively run conference room technology and user support of equipment and software. The IT Technical Support Officer is a member of Jhpiego’s Global IT and follows direction from the ISTS Service Desk Manager.The nature of this work requires an individual who is service-oriented, organized, and who can interact with diverse end-users and technical staff, prioritize tasks, and resolve technical issues.

Responsibilities include, but are not limited to, responding to, troubleshooting, and resolving service requests for Jhpiego-supported hardware and software; creating documentation; providing training to end-users; and collaboration with IT teams. Hardware support includes Windows and Mac laptops and iOS devices. Software support includes Microsoft 365, Mac OS, and Windows (latest version).

Responsibilities:

Services and Support

• 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
• 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 escalation.
• Manages process 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
• Evaluates new technology tools and technologies as appropriate and make recommendations

Compliance

• Sets up and maintains Intune for device management, creating and maintaining security certificates and defining policies and procedures
• Communicates regularly with the ISTS team to ensure that the Office is in compliance with Jhpiego IT regulations and best practices
• Consults ISTS team to develop a schedule for key activities and reviews
• Maintains system and configuration change documentation
• Follows Jhpiego IT Service Management processes
• Maintains inventory and assets of office IT hardware and software
• Prepares, documents, and communicates system status reports with ISTS team
• Follows the disposal process for outdated equipment, such as preparing\inventorying equipment and scheduling pickup
• Follows ISTS policies, processes, and procedures

Departmental Collaboration

• Provides daily/weekly reports on current issues
• Participates in and complete assigned IT projects that meet yearly department goals
• Collaborates with team members to enhance the customer experience
• Develops and maintain content for technical procedures, system configurations, and FAQ’s
• Escalates technical issues to the Network team as needed
• Shares knowledge with Global IT and guides them in the resolution of complex technical problems
• Reports on product bugs or unresolvable cases to Vendor
• Other duties as assigned

Special Skills, Knowledge & Abilities:

• Highly developed troubleshooting skills and processes, with basic knowledge of network infrastructure, Active Directory, Azure, and security protocols.
• Experience supporting laptops (Windows and MacOS) and mobile devices (Android, Windows, iOS)
• Experience using and supporting Microsoft 365 tools
• Demonstrated ability to effectively manage several major activities simultaneously; exercise sound judgment in managing daily technology services, determine priorities, and implement and monitor short and long-range project plans
• Strong customer service orientation and ability to interact well with diverse end-users and technical staff and explain technical issues to non-technical staff
• Experience training individuals in best practices of using computers, managing personal data files, and software applications
• Excellent communication, verbal and written communication skills and analytical thinking
• Work collaboratively with clients, other technicians, and vendor representatives Experience interpreting, adapting, and applying standard practices and procedures and organizational guidelines.
• Able to carry loads of 50lbs, including servers, printers, and computers for physical set up
• Back stop Jhpiego Help Desk team members, as scheduled in Baltimore/Washinton DC
• Possible international travel is required

• Two years college coursework
• Two years of related experience, including some help desk experience.
• Additional education may substitute for required experience andadditional related experience may substitute for required education, tothe extent permitted by the JHU equivalency formula

ITIL Foundation and/orMicrosoft Technology certifications preferred

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: $55,470 - $73,960 Commensurate with Experience 
Employee group: Full Time 
Schedule: Mon - Fri 8:30 AM - 5:00 PM 
Exempt Status: Non-Exempt 
Location: Jhpiego 
Department name: 60000107-Global IT 
Personnel area: Academic and Business Centers