Sr. User Support Specialist

The Sr. User Support Specialist responds to and resolves service requests related to hardware and software for Jhpiego’s Washington, DC Office. This includes troubleshooting and resolving operating system configuration and software application problems, creating profiles and fixing profile problems, diagnosing and resolving printer problems, installing and maintaining network printer drivers, configuring computers for WDC-MCHIP network, and providing user training. As requested by Office Director and in coordination with the Publications and Communications Office, User Support Specialist also provides support in areas such as social media for external communications, the MCHIP website, graphic design (Adobe Creative Suite etc), video editing and storyboards and A/V and multimedia support.

Responsibilities:

Ensure operating systems critical updates and security patches, as well as software version updates and patches are applied and documented on workers’ computers Maintain technical, procedural, and systems configuration documentation Practice exceptional customer service skills using the “SevenSteps2Success” process model Maintain MIS’s inventory database for hardware, software licensing and other inventory information Conduct new computer orientations Provide basic software application training for Jhpiego core software platform, and provide or develop related job aids Provide technical assistance for special projects, and serve as backstop for MIS USSS Team staff, and WDC-MCHIP and Baltimore offices Manage local Mediasite services at the Washington DC office, setting up equipment and coordinating delivery of services with the customer and working with JHU to store and make available the Mediasite presentations Provide assistance and training with smartphones and cellular phones Apply Jhpiego ICT policies and guidelines, and maintain close working relationship with Baltimore Headquarters MIS department Assist in planning network design for WDC-MCHIP office and MCHIP program including configure, monitor, document, and administer network connections, cabling system, equipment, and operations Maintain, deliver, set up, and test A/V and loaner equipment to scheduled locations for remote sessions and diagnose and resolve or escalate operational-technical problems Provide training to staff on proper use and function of the A/V and related equipment Working with MIS and other colleagues perform research and make recommendations to program leadership regarding appropriate systems, equipment and materials Provide support for the Mobile Health Services (MHealth) project, including research, purchase and maintenance of equipment and software, and arranging/delivering needed user training Maintain the WDC-MCHIP UserRegistry List to coordinate worker authorizations Maintain current, accurate records of all user support work in the MIS ITSM system In coordination with the Facilities Office and MIS, support WDC-MCHIP office internal voice phone systems, including adding new users and updating current users

Required Qualifications:

BS in Computer Science or equivalent knowledge and skills 3+ years advanced skills in troubleshooting and configuring for Windows XP/Windows 7; Outlook, MS Office, Visio, MS Project, Internet Explorer, and Adobe products Experience with supporting SmartPhones, such as the Apple iPhone Demonstrated record of applying exceptional customer service principles in fast-paced settings Experience training individuals in best practices of using computers, managing personal data files, and software applications Strong communications, technical and analytical skills Understanding and ability to practice a structured approach to troubleshooting, diagnosing and resolving computer problems Working knowledge of Active Directory and Microsoft network infrastructure and protocols Strong time management and project 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

Apply for this job:

Apply for this job online Refer a friend to this job Jhpiego offers competitive salaries and a comprehensive employee benefits package including: medical and dental plans; paid vacation, holidays and sick leave; personal accident insurance; 403(b) retirement plan; life and disability insurance; travel insurance; education assistance plan and more. Note: The successful candidate selected for this position will be subject to a pre-employment background investigation.