Helpdesk Support Engineer

Clinton Health Access Initiative, Inc.; Oregon; Presencial; USD 55.000 - 75.000; Jornada completa

Descripción de la vacante

Clinton Health Access Initiative, Inc. is seeking an IT Helpdesk Engineer to support users across Windows 11 and Microsoft 365, with optional macOS expertise.

The role emphasizes proactive support, documentation, and collaboration within a small, globally dispersed team. Ideal candidates will have a Bachelor’s degree or equivalent with 3+ years of relevant experience, and a strong background in IT helpdesk operations, security software, and vendor coordination.

Formación

• 3+ years supporting users on Windows 11 and Microsoft 365 (O365)
• Experience with macOS is a plus
• Basic AI tools knowledge is an added advantage
• Working knowledge of anti-spam, antivirus, and encryption software
• Proven experience as an IT Helpdesk Engineer or similar role

Responsabilidades

• 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 elevate 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 escalation 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.

Conocimientos

Windows 11 support

Microsoft 365 (O365)

macOS basics

AI tools (basic)

Security software knowledge

Educación

Bachelor’s degree or equivalent + 3 years

Herramientas

Office 365

Azure AD

Local AD

Descripción del empleo

The Clinton Health Access Initiative, Inc. (CHAI) is a global health organization committed to our mission of saving lives and reducing the burden of disease in low-and middle-income countries. We work at the invitation of governments to support them and the private sector to create and sustain high-quality health systems.

CHAI was founded in 2002 in response to the HIV/AIDS epidemic with the goal of dramatically reducing the price of life‑saving drugs and increasing access to these medicines in the countries with the highest burden of the disease. Over the following two decades, CHAI has expanded its focus. Today, along with HIV, we work with our partners to prevent and treat infectious diseases such as COVID-19, malaria, tuberculosis, and hepatitis. Our work has also expanded into cancer, diabetes, hypertension, and other non‑communicable diseases, and we work to accelerate the rollout of lifesaving vaccines, reduce maternal and child mortality, combat chronic malnutrition, and increase access to assistive technology. We are investing in horizontal approaches to strengthen health systems through programs in human resources for health, digital health, and health financing. With each new and innovative program, our strategy is grounded in maximizing sustainable impact at scale, ensuring that governments lead the solutions, that programs are designed to scale nationally, and learnings are shared globally.

At CHAI, our people are our greatest asset, and none of this work would be possible without their talent, time, dedication, and passion for our mission and values. We are a highly diverse team of enthusiastic individuals across 40 countries with a broad range of skill sets and life experiences. CHAI is deeply grounded in the countries we work in, with the majority of our staff based in program countries. Learn more about our exciting work http//www.clintonhealthaccess.org

CHAI is an Equal Opportunity Employer, and is committed to providing an environment of fairness, and mutual respect where all applicants have access to equal employment opportunities. CHAI values diversity and inclusion, and recognizes that our mission is best advanced by the leadership and contributions of people with diverse experience, backgrounds, and culture.

• 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 elevate 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 escalation 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.
• 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.

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