[Hiring] Helpdesk Support Engineer @Clinton Health Access Initiative

Role Description

• 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.
• Maintain documentation of support requests, resolutions, and system configurations.
• Collaborate with other IT staff and departments to identify and resolve recurring issues.
• Participate in IT projects and contribute to process improvement initiatives.
• Collaborate effectively within a small team and with a globally dispersed team.
• Perform other responsibilities as required.

Qualifications

• Bachelor’s Degree, or Secondary School diploma or equivalent plus 3 years of relevant work experience, or equivalent total work experience.
• 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 similar support role.
• Working knowledge of anti-spam, antivirus, and encryption software.