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 closely with governments and 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 solutions are government-led and designed for national scalability. CHAI values diversity and inclusion, recognizing that a diverse workforce enhances its mission and effectiveness.

Job Overview:
The Helpdesk Support Engineer position at CHAI involves providing technical support and assistance to users across various platforms, including Windows 11 and macOS. The role requires maintaining and managing user accounts in Office 365 and Azure AD, resolving technical issues related to hardware and software, and ensuring efficient user access and security" style="border-bottom: 1px dotted #007bff !important;">security. The engineer will be responsible for supporting field staff, providing training, and offering remote assistance through a helpdesk system. This position is crucial for maintaining the operational efficiency of CHAI's IT infrastructure and ensuring that all users have the necessary support to perform their roles effectively. The Helpdesk Support Engineer will also participate in IT projects and contribute to process improvement initiatives, collaborating with a globally dispersed team to identify and resolve recurring issues.

Duties and Responsibilities:
The Helpdesk Support Engineer will be responsible for the following duties:

• Maintain and manage Office 365, Azure AD, and local AD user accounts, ensuring accurate and efficient user access and security.
• Resolve technical problems related to desktops, laptops, mobile devices, and network services, or escalate issues to appropriate technical personnel as needed.
• Proactively support field staff using Windows 11 and macOS, providing training and assistance as needed.
• Provide hardware and software support for local users in person and offer remote support via phone and email through the helpdesk system for users worldwide.
• Provide timely resolution of issues or escalate them to appropriate technical personnel.
• Interface with vendors to order new equipment and software.
• Install, upgrade, support, and troubleshoot printers, computer hardware, and other authorized peripheral equipment.
• Maintain standard software configurations, including troubleshooting, loading, and configuring software images, supported applications, and drivers.
• Create and update documentation regularly. 1
• Maintain documentation of support requests, resolutions, and system configurations. 1
• Collaborate with other IT staff and departments to identify and resolve recurring issues. 1
• Participate in IT projects and contribute to process improvement initiatives. 1
• Collaborate effectively within a small team and with a globally dispersed team. 1
• Perform 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 plus 3 years of relevant work experience, or 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 a plus.
• Basic (L1) knowledge of AI tools is an added advantage, but not mandatory.
• Proven experience as an IT Helpdesk Engineer or in a similar support role.
• Working knowledge of anti-spam, antivirus, and encryption software.

Educational Background:
Candidates should have a Bachelor’s Degree or a Secondary School diploma or equivalent, along with relevant work experience. The educational background should ideally include coursework or training in information technology or a related field, providing a solid foundation for the technical skills required in this role.

Experience:
The position requires at least 3 years of relevant work experience in IT support, specifically in helping users with Windows 11 and Microsoft 36

• Experience in a helpdesk or technical support role is essential, as is familiarity with troubleshooting hardware and software issues. Additional experience with macOS is beneficial but not mandatory.

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 advantageous, particularly in regions where CHAI operates.

Additional Notes:
This position is full-time and offers the flexibility of remote work. CHAI is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace. The organization values the contributions of individuals from diverse backgrounds and experiences, and it is dedicated to providing a fair and respectful environment for all employees.