IT Assistant

Overview:
Jhpiego is a nonprofit global health leader and Johns Hopkins University affiliate that is saving lives,
improving health, and transforming futures. We partner with governments, health experts, and local
communities to build the skills and systems that guarantee a healthier future for women and families.
Jhpiego translates the best science and practice into moments of care that can mean the difference
between life and death for women and families. The moment a woman gives birth; the moment a midwife
helps a newborn to breathe. Through our partnerships, we are revolutionizing health care for the world’s
most disadvantaged and vulnerable people.
In India, Jhpiego works across various states in close collaboration with national and state governments,
providing technical assistance in the areas of family planning, maternal and child health, strengthening
human resources for health, and non-communicable diseases. These programs are funded by USAID,
Takeda Pharmaceutical Company Limited, UNICEF, World Health Organization, University of Manitoba,
Bill & Melinda Gates Foundation, Children’s Investment Fund Foundation (CIFF), MSD for Mothers, and
others.
The IT Associate is responsible for providing service desk support to 200+ users, and maintaining the
network and server infrastructure. 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. The position report to the Senior IT Officer.

**Responsibilities**:
User Support
- Provide technology L1 support to staff.
- Install and manage software, including updates and license compliance.
- Remedy all issues relating to malware.
- Verify that Microsoft Windows and Software Updates are installed regularly.
- Maintain computers including the replacement of parts.
- Manage & update the Jhpiego Intranet portal.
- Experience supporting desktops, laptops, and mobile devices.
- Remote support to India branch offices.
- Operating support for MAC, Ubuntu, and Windows platforms.
- Configuring & troubleshooting Office 365.
- Preventive maintenance and report sharing with IT Manager.

Network
- Maintain network equipment including all switches, wireless access points, and Firewall(s).
- Monitor and run diagnostics to ensure that all systems are running smoothly.
- Maintain network devices including printers and All-in-One Copiers.
- Maintain and regularly test power backup systems (e.g., UPSs, battery arrays).
- Provide technical specifications to users across offices in terms of IT procurements.
- Handling Avaya IP phones in the office.

Backup
- Institute and maintain a rigorous and regular backup system for all end-user computers and

servers in the office, ensuring that all computers are backed up at all times.
- Implement disaster recovery in alignment with Jhpiego business needs and HQ-Baltimore ISTS

process and procedures.
Compliance
- Communicate regularly with the Global IT team to ensure that the Country Office is following

Jhpiego IT regulations and best practices.
- Maintain system and configuration change documentation.
- Follow Jhpiego IT Service Management processes (JIRA)
- Maintain inventory of IT hardware and software.

Any other tasks assigned by the supervisor.

Server and Data Center
- Should have the experience to handle the complete IT infrastructure of an organization

(gateway, endpoints), power/UPS management, VPN, NAS, SAN, Service desk and
vendor/partner coordination.
- Responsible for maintenance of all IT hardware and software inventory including UPS, Servers,

firewall, and other IT assets.
- Understanding of switches, firewalls (preferably SonicWall), access policies, and usage of

reporting utilities present in the network and server operating systems

Required Qualifications:

- A Bachelor’s degree in Informatics/Computer Science or equivalent knowledge and skills
- At least 2 years and above experience in a similar role.
- ITIL Foundation Certificate in IT Service Management.
- Basic knowledge of Microsoft Windows Server 2016/2019, Active Directory, TCP/IP, and Internet

connectivity.
- Basic knowledge of Office 365, MS Azure, Azure AD), Mac OS, Linux, My SQL DB, Ubuntu, and

SharePoint will be an advantage for this position.
- Experience with server hardware from major vendors (Ex: DELL, HP).
- Sound knowledge of cabling and wiring standards, network technologies such as DHCP, DNS,

and PPP, wireless technologies, network protocols & LAN\WAN topologies (includes Ethernet,
Remote Access, TCP/IP, and VPN Routing Protocols). Preferred Qualifications: