IT Solutions Helpdesk Specialist NGO Job HCWH

IT Solutions Helpdesk Specialist Job

Position Description

The IT Solutions Helpdesk Specialist will be the organization’s primary Information Technology Helpdesk and administrative point of contact. This position is responsible for Helpdesk support (laptop management and inventory, desktop hardware, and software issues) as well as support for onboarding and offboarding staff. The position will also assist with general IT administration such as managing SaaS applications, Google administration and help manage the organization’s IT policies and protocols.

Requirements

Primary Objectives

Accountable for helping troubleshoot and resolve internal staff Helpdesk issues, managing service requests, and implementing IT policy across the organization (US, Europe, and Asia).

Essential Functions

Helpdesk

• Troubleshoot and resolve staff service requests received via the IT Helpdesk ticketing system Track and manage requests on the Helpdesk system
• Triage and redirect other incoming help tickets appropriately to other IT staff as needed
• Work with staff to procure accessories, hardware, or software needs
• Coordinate and track warranty repairs and work with external consultants as needed to resolve issues

Laptop Management

• Oversee computer inventory and annual wellness checks on all employee laptops
• Track inventory and work with Sr. Director to procure new laptops on a schedule
• Work with vendors to procure laptops
• Oversee laptop assignments to new staff and return of laptops at end-of-life or at offboarding
• Manage end-of-life laptop recycling effort

IT Administration

• Assist in the administration of organization-wide SaaS applications and license distribution (Asana, Zoom, Onebox, Microsoft, Adobe, and others)
• Assist in the day-to-day administration of Google Enterprise workspace
• Manage Google Groups and other Google Apps
• Assist with the formation, implementation, and updates to IT policies and practices
• Manage initiatives such as GCPW, device management
• Onboarding and Offboarding
• Set up new staff member accounts (Google and other SaaS tools)
• Laptop procurement
• Conduct IT introductory calls during onboarding
• Manage offboarding process for departing employees including hardware return, account shut down, and data archival

Qualifications

• Education: College degree preferred, or an equivalent of education plus relevant experience working in Information Technology.

Experience:

• Two years or more working in a similar field. Experience with end-user support and desktop support
• Strong experience managing both Windows-based as well as Apple laptops
• Experience with Google Workspace administration and using Google tools is strongly preferred
• Experience with Jira ticketing system (and other Atlassian products) is a plus
• Experience with cybersecurity protocols such as NIST 800-171/CMMC is a plus
• Experience with privacy regulations such as GDPR is a plus
• Field of expertise: Experience in a global association environment or not-for-profit preferred. Experience working with external vendors preferred

Job-Specific Competencies:

• Highly effective at communication, task management, and interpersonal skills
• Ability to convey technical information to non-technical users verbally and in writing
• Good problem solver and facilitator
• Ability to collaborate effectively across groups, and communicate with outside third-party software vendors and business entities
• Demonstrated ability to handle multiple projects at one time
• Excellent working knowledge of Microsoft Office products
• Web development experience or knowledge a plus
• A self-starter driven to find creative solutions and a willingness to learn new technologies and tools

How To Apply

To apply, upload a cover letter along with your resume via this link. Questions can be addressed to jobs@hcwh.org. Only competitive candidates will be invited to participate further in the recruitment process. The closing date to apply is August 12, 2025. Applications will be reviewed on a rolling basis