Helpdesk Support Engineer

Job Posting Organization:
The Clinton Health Access Initiative, Inc. (CHAI) is a global health organization founded in 2002, primarily in response to the HIV/AIDS epidemic. Its mission is to save lives and reduce the burden of disease in low- and middle-income countries. CHAI works at the invitation of governments and collaborates with the private sector to create and sustain high-quality health systems. Over the years, CHAI has expanded its focus beyond HIV to include infectious diseases such as COVID-19, malaria, tuberculosis, and hepatitis, as well as non-communicable diseases like cancer and diabetes. The organization operates in 40 countries and is committed to maximizing sustainable impact at scale, ensuring that governments lead solutions, and sharing learnings globally. CHAI values diversity and inclusion, recognizing that its mission is best advanced by the contributions of individuals with diverse experiences and backgrounds.

Job Overview:
The Helpdesk Support Engineer position at CHAI involves maintaining and managing user accounts across Office 365, Azure AD, and local Active Directory, ensuring that user access is accurate and secure. The role requires resolving technical issues related to desktops, laptops, mobile devices, and network services, as well as providing proactive support to field staff using Windows 11 and macOS. The engineer will be responsible for offering hardware and software support to local users, both in person and remotely, through a helpdesk system. This position also involves collaborating with other IT staff to identify and resolve recurring issues, participating in IT projects, and contributing to process improvement initiatives. The Helpdesk Support Engineer will be part of a small team and will work effectively with a globally dispersed team, ensuring timely resolution of issues and maintaining documentation of support requests and system configurations.

Duties and Responsibilities:
The Helpdesk Support Engineer will have a variety of responsibilities, including:

• Maintaining and managing Office 365, Azure AD, and local AD user accounts to ensure accurate and efficient user access and security" style="border-bottom: 1px dotted #007bff !important;">security.
• Resolving technical problems related to desktops, laptops, mobile devices, and network services, or escalating issues to appropriate technical personnel as needed.
• Proactively supporting field staff using Windows 11 and macOS, providing training and assistance as required.
• Providing hardware and software support for local users in person and offering remote support via phone and email through the helpdesk system for users worldwide.
• Ensuring timely resolution of issues or escalating them to appropriate technical personnel when necessary.
• Interfacing with vendors to order new equipment and software.
• Installing, upgrading, supporting, and troubleshooting printers, computer hardware, and other authorized peripheral equipment.
• Maintaining standard software configurations, including troubleshooting, loading, and configuring software images, supported applications, and drivers.
• Creating and updating documentation regularly. 1
• Maintaining documentation of support requests, resolutions, and system configurations. 1
• Collaborating with other IT staff and departments to identify and resolve recurring issues. 1
• Participating in IT projects and contributing to process improvement initiatives. 1
• Collaborating effectively within a small team and with a globally dispersed team. 1
• Performing other responsibilities as required.

Required Qualifications:
The ideal candidate for the Helpdesk Support Engineer position should possess the following qualifications:

• A Bachelor’s Degree or a Secondary School diploma or equivalent, along with 3 years of relevant work experience, or an equivalent total work experience.
• A minimum of 3 years of experience supporting users on Windows 11 and Microsoft 365 (O365) or later.
• Experience with macOS is considered a plus.
• Basic (L1) knowledge of AI tools is an added advantage, though not mandatory.
• Proven experience as an IT Helpdesk Engineer or in a similar support role.
• Working knowledge of anti-spam, antivirus, and encryption software is essential.

Educational Background:
Candidates should have a Bachelor’s Degree or a Secondary School diploma or equivalent. In addition, relevant work experience can substitute for formal education, with a total of 3 years of experience being acceptable in lieu of a degree. This flexibility allows for a diverse range of applicants to be considered for the position, ensuring that practical experience is valued alongside formal education.

Experience:
The position requires a minimum of 3 years of experience in a helpdesk or IT support role, specifically supporting users on Windows 11 and Microsoft 365 (O365) or later. Experience with macOS is advantageous but not mandatory. Candidates should demonstrate proven experience in troubleshooting and resolving technical issues, as well as familiarity with various IT support tools and practices.

Languages:
While the job description does not specify mandatory languages, proficiency in English is likely essential given the global nature of the organization and the need to communicate effectively with a diverse team and user base. Additional language skills may be beneficial, particularly in regions where CHAI operates, to enhance communication with local staff and stakeholders.

Additional Notes:
This position is a full-time role and offers the flexibility of remote work. CHAI is an Equal Opportunity Employer, committed to providing an environment of fairness and mutual respect. The organization values diversity and inclusion, ensuring that all applicants have access to equal employment opportunities. Specific details regarding compensation and benefits are not provided in the job description, but candidates can expect a supportive work environment that values their contributions.