Sr. Workstation Support Technician

Location US-MD-Baltimore
Posted Date 6 days ago(2/13/2018 3:20 PM)
Job ID
Experience (Years)
US Based Positions


Sr.  Workstation Support Analyst responds to and resolves service requests related to hardware and software for Jhpiego. Responsibilities include, but are not limited to, installation, testing, maintenance, repair and networking of computers and peripherals; installation, updates and troubleshooting of software on Windows-based computers; general technical support and Help Desk duties; inventory and records maintenance; troubleshooting and resolving operating system configuration and software application problems; creating profiles and fixing profile problems; setting up, supporting, and troubleshooting media conferences; diagnosing and resolving printer problems; installing and maintaining network printer drivers; and providing user training.  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.


  • Respond to and resolve service requests, including troubleshooting, resolving or escalating service requests for operating system configuration and software application problems
  • Provide support and troubleshooting for Jhpiego systems
  • Provide support for and troubleshoot Microsoft Office 2010, 2013, 2016, 365 and Windows 7, Windows, 8, and Windows 10
  • Maintain and troubleshoot printers, copiers, and fax machines
  • Maintain the computer software images for various computer models and apply processes for pushing images to new and existing computers and loaner computers using imaging software and/or similar tools
  • Mitigate virus and malware issues
  • Resolve and troubleshoot workstation using both Windows and Mac OS X
  • Ensure operating system critical updates and security patches, as well as software version updates and patches, are applied on computers
  • Dispatch requests to appropriate Service Desk technician, assign and categorize help desk requests in the help desk system
  • Create profiles and correct profile problems
  • Maintain network printer drivers and assisting users with specialized Jhpiego software
  • Manage and maintain loaner equipment such as projectors and digital cameras and provide training to Jhpiego staff
  • Develop and maintain content and accessibility of technical, procedural, and system configuration documentation for both Mac OS X and Windows
  • Provide basic software application training for Jhpiego core software platform and develop related job aids
  • Provide daily/weekly reports on current issues
  • Collaborate with Domestic and Global IT support staff
  • Conduct inventory and asset management of hardware and software; including disposal of equipment and spare parts
  • Ensure software and hardware procurement practices and associated licenses meet government and university requirements
  • Ensure hardware and software warranties are kept current
  • Coordinate repairs with vendors, when needed, for Jhpiego equipment
  • Provide administrative and user support and training for mobile devices (Android, Windows, and iOS)
  • Provide IT and Audio/Visual support for web conferencing services: set up equipment, maintain conference rooms and coordinate delivery of services with the customer
  • Procure IT equipment following Jhpiego purchasing workflow and policies
  • Evaluate new technology tools and technologies, as appropriate, and make recommendations
  • Assist Jhpiego staff when ordering IT equipment by proving quotes
  • Conduct new computer orientations with staff and provide remote Internet connection training
  • Conduct on-boarding and off-boarding sessions on Jhpiego’s IT services and policies
  • Conduct orientation on IT services
  • Participate in and complete assigned IT projects that meet yearly department goals
  • Back stop Jhpiego Baltimore/Washington Help Desk team members
  • Carry loads of up to 50lbs, including printers and computers, for physical set up


Required Qualifications

  • 5 years related experience working on an IT team
  • High School Diploma/GED required; BA or equivalent knowledge and skills preferred
  • Experience with using and troubleshooting Smartphone’s, such as the Apple iPhone
  • Demonstrated record of applying exceptional customer service principles in fast-paced settings
  • Demonstrated knowledge of Windows operating systems, computer and peripheral hardware and software, office productivity software, browsers and networking
  • Experience training individuals in best practices of using computers, managing personal data files, and software applications
  • Strong communication, technical, and analytical skills
  • Understanding and ability to practice a structured approach to troubleshooting, diagnosing and resolving computer problems
  • Strong time management skills
  • Ability to explain technical issues to a non-technical audience on a regular basis
  • Exercise independent judgment in determining and implementing improvements/solutions for computer hardware
  • Work collaboratively with clients, other technicians and vendor representatives 



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