The Johns Hopkins University · 2 hours ago
IT Technical Support Officer
Baltimore, MD
Full-time
Onsite
Mid Level
$63K/yr - $78K/yr
3+ years expThe Johns Hopkins University is seeking an IT Technical Support Officer to provide frontline technical support for Jhpiego’s global staff. The role involves troubleshooting various IT issues, managing service requests, and supporting a range of digital tools and cybersecurity measures to ensure a secure and user-friendly experience.
EducationHigher EducationInformation Technology
Responsibilities
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 parts and 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 tools and 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
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
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
Qualification
Required
High school diploma or graduation equivalent
Three years of related experience, including help desk or comparable IT client service
Ability to travel internationally
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
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
Company
The Johns Hopkins University
Johns Hopkins University is a research university that enrolls full and part-time students throughout nine academic divisions.
10001+ employees
H1B Sponsorship
The Johns Hopkins University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (495)
2024 (428)
2023 (348)
2022 (354)
2021 (246)
2020 (210)
Funding
Current Stage
Late StageTotal Funding
$207.96MKey Investors
National Highway Traffic Safety AdministrationFoundation for Opioid Response EffortsAdvanced Research Projects Agency for Health
2025-05-07Grant
2025-03-27Grant· $0.56M
2024-08-15Grant· $20.9M
Leadership Team
Beth Blauer
Vice President Public Impact Initiatives
Alexander Baras
Associate Professor of Pathology, Urology, and Oncology at Johns Hopkins
Recent News
2026-01-07
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2025-12-02
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