Jhpiego · 1 day ago
IT Technical Support Officer
Baltimore, MD
Full-time
Onsite
Mid Level
$63K/yr - $78K/yr
4+ years expJhpiego is a global leader in health and development, and they are seeking an IT Technical Support Officer to provide frontline technical support for their global staff. The role involves troubleshooting IT issues, managing service requests, and ensuring adherence to IT and data protection policies while supporting a growing digital ecosystem.
AssociationEducationHealth CareNon ProfitTraining
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
Qualification
Required
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
Preferred
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
Benefits
Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement.
Company
Jhpiego
Jhpiego is dedicated to improving the health of women and families in developing countries.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$1.2MKey Investors
Patrick J. McGovern Foundation
2023-12-20Grant· $1.2M
Leadership Team
Joe Judd
Chief Operating Officer
Glenn Strachan
Chief Information and Technology Officer, VP
Recent News
2025-09-04
Daily Pakistan English News
2025-09-04
EIN Presswire
2025-08-08
Company data provided by crunchbase