IT Technical Support Officer
Job Description
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
Minimum Qualifications
- 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
Preferred Qualifications
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
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