Jhpiego
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
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 report 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, report recurring 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.
Train and support staff on Microsoft 365 tools and core software.
Conduct onboarding 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; report 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.
Compliance & Security
Ensure adherence to Jhpiego Global IT and Data Protection policies.
Implement and monitor 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 assist in secure equipment disposal.
Support cybersecurity awareness campaigns and report on compliance posture.
Follow Jhpiego’s global IT Service Management (ITIL-based) procedures.
Collaboration & Projects
Participate in local and global IT initiatives and pilots related to AI adoption, cybersecurity, and process automation.
Prepare and share 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.
Required Qualifications
Two‑year degree in Computer Science, Network Administration, Cybersecurity or equivalent experience.
4‑5 years of 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) 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 and 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.
Possible international travel required.
Physical Demands
Able to carry loads of 50 lbs, including servers, printers, and computers for physical set up.
Preferred Qualifications
ITIL Foundation and/or Microsoft Technology certifications (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.
Salary Range 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.
#J-18808-Ljbffr
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
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 report 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, report recurring 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.
Train and support staff on Microsoft 365 tools and core software.
Conduct onboarding 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; report 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.
Compliance & Security
Ensure adherence to Jhpiego Global IT and Data Protection policies.
Implement and monitor 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 assist in secure equipment disposal.
Support cybersecurity awareness campaigns and report on compliance posture.
Follow Jhpiego’s global IT Service Management (ITIL-based) procedures.
Collaboration & Projects
Participate in local and global IT initiatives and pilots related to AI adoption, cybersecurity, and process automation.
Prepare and share 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.
Required Qualifications
Two‑year degree in Computer Science, Network Administration, Cybersecurity or equivalent experience.
4‑5 years of 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) 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 and 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.
Possible international travel required.
Physical Demands
Able to carry loads of 50 lbs, including servers, printers, and computers for physical set up.
Preferred Qualifications
ITIL Foundation and/or Microsoft Technology certifications (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.
Salary Range 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.
#J-18808-Ljbffr