IT Technical Support Officer

Overview

The IT Technical Support Officer provides frontline technical support for Jhpiego’s global staff, including user support for equipment, software, networking, and cybersecurity. The role requires a service-oriented and organized professional who can troubleshoot, prioritize, and resolve a variety of IT issues while upholding global IT standards and policies.

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.

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
• 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.
  
  

Compliance & 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.
  
  

Collaboration & Projects

• 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.
  
  

Required Qualifications

• 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
  
  

PHYSICAL DEMANDS

• Able to carry loads of 50lbs, including servers, printers, and computers for physical set up 
  
  

Preferred Qualifications

• 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.
  
  

The salary range for this role is expected to be: $63,095 - $77,773.

Total Rewards

The referenced salary range is based on Johns Hopkins University’s good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/

Education and Experience Equivalency

Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines: JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

• Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.
  
  

Background Checks

The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

Diversity and Inclusion

The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEO is the Law

https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

Accommodation Information

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the Talent Acquisition Office at jhurecruitment@jhu.edu . For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit: https://accessibility.jhu.edu/ .

Vaccine Requirements

Johns Hopkins University requires all faculty, staff, and students to receive the seasonal flu vaccine . Exceptions to the flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry.

RECRUITMENT SCAMS & FRAUD WARNING

Jhpiego has become aware of scams involving false job offers. Please be advised:

Recruiters will never ask for a fee during any stage of the recruitment process.

All active jobs are advertised directly on our careers page.

Official Jhpiego emails will always arrive from a @Jhpiego.org email address.

Please report any suspicious communications to Info@jhpiego.org