Sr. Technical Support Analyst

Location US-DC
Posted Date 2 months ago(4/19/2022 11:54 AM)
Job ID
US Based Positions


Sr. Technical Support Analyst needed to effectivly run conference room technology and user support of equipment and software.  Sr. Technical Support Analyst is a member of Jhpiego’s Global IT and follows direction from the ISTS Service Desk Manager.  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.  Responsibilities include, but are not limited to, responding to, troubleshooting, and resolving service requests for Jhpiego-supported hardware and software; creating documentation; providing training to end-users; and collaboration with IT teams. Hardware support includes Windows and Mac laptops and iOS devices. Software support includes Microsoft 365, Mac OS, and Windows (latest version).




User Support

  • Install, configure, and manage laptops (Windows and MacOS)
  • Remedy all issues relating to laptop security
  • Verify that Microsoft Windows and Software Updates are installed regularly
  • Maintain desktops and laptops including the replacement of parts
  • Provide administrative and user support for mobile devices (Android, Windows, and iOS)
  • Maintain network printer drivers and assist users with specialized Jhpiego software
  • Provide IT and Audio/Visual support for web conferencing services: set up equipment, maintain conference rooms and coordinate delivery of services with the customer
  • Train and support staff on Microsoft 365 tools
  • Conduct IT orientation for new staff
  • Conduct on-boarding and off-boarding sessions on Jhpiego’s IT services and policies
  • Provide troubleshooting, report reoccurring issues, and research trends for Jhpiego-supported systems
  • Coordinate support with vendors, when needed, for Jhpiego Software
  • Purchase core and noncore hardware and software for Apple and Windows devices following Jhpiego purchasing workflow and policies
  • Test core and noncore hardware\software for Apple and Windows devices.
  • Assist with loaner equipment such as laptops, phones, projectors, and digital cameras and provide training to staff.
  • Carry loads of up to 50lbs, including printers and computers, for physical set up



  • Communicate regularly with the Baltimore ISTS team to ensure that the DC Office is in compliance with Jhpiego IT regulations and best practices
  • In consultation with Baltimore ISTS develop a schedule for key activities and reviews
  • Maintain system and configuration change documentation
  • Follow Jhpiego IT Service Management processes
  • Maintain inventory and assets of office IT hardware and software
  • Prepare, document, and communicate system status reports with Baltimore ISTS team
  • Follow the disposal process for outdated equipment, such as preparing\inventorying equipment and scheduling pickup

Team Collaboration

  • Dispatch, assign, and categorize help desk requests in the ticketing system
  • Provide daily/weekly reports on current issues
  • Participate in and complete assigned IT projects that meet yearly department goals
  • Collaborate with team members to enhance the customer experience
  • Escalate technical issues to the Network team as needed
  • Share knowledge with Global IT and guide them in the resolution of complex technical problems
  • Report on product bugs or unresolvable cases to Vendor
  • Follow ISTS policies, processes, and procedures
  • Develop and maintain content for technical procedures, system configurations, and FAQ’s
  • Other duties as assigned

Required Qualifications

  • BA in Computer Science, or equivalent experience and knowledge
  • 5 years' related technical and user support experience
  • ITIL Foundation and/or Microsoft Technology certifications preferred
  • Highly developed troubleshooting skills and processes
  • Experience supporting laptops (Windows and MacOS) and mobile devices (Android, Windows, iOS)
  • Experience using and supporting Microsoft 365 tools
  • Demonstrated ability to effectively manage several major activities simultaneously; exercise sound judgment in managing daily technology services, determine priorities, and implement and monitor short and long-range project plans
  • Strong customer service orientation and ability to interact well with diverse end-users and technical staff
  • Ability to explain technical issues to non-technical staff
  • Ability to exercise independent judgment in determining and implementing improvements/solutions for computer hardware
  • Ability to work in a team, foster teamwork in others and to manage several major activities simultaneously.
  • Experience training individuals in best practices of using computers, managing personal data files, and software applications
  • Demonstrated record of applying exceptional customer service principles in fast-paced settings
  • Demonstrated problem-solving skills, including identification of issues, obstacles and opportunities and development and implementation of effective solutions
  • Excellent communication, verbal and written communication skills and analytical thinking
  • Experience with remote desktop support
  • Experience interacting with and managing activities with vendors
  • Experience with using and troubleshooting devices, such as phones and tablets (Android, Windows, and iOS)
  • 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 software standards
  • Work collaboratively with clients, other technicians and vendor representatives
  • Able to carry loads of 50lbs, including servers, printers and computers for physical set up 




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