Responsibilities
- Manage user accounts across Active Directory, Entra ID, and Okta.
- Maintain continuity between on premises, hosted, and HR systems.
- Provide second-tier escalation support to the Helpdesk.
- Assist in building and maintaining Windows servers under the guidance of senior team members.
- Support patching, monitoring, and day-to-day operations at HQ and remote locations.
- Develop working knowledge of VMware ESXi and Hyper-V environments.
- Support and maintain CHAI's hosted platforms including Microsoft 365, Box, Mimecast, and Okta.
- Assist with integrations and handle escalated issues from the Helpdesk team.
- Assist with monitoring of network infrastructure including switches, firewalls, and wireless access points.
- Support patching and security updates for servers and endpoints.
- Escalate firewall and advanced networking issues appropriately.
- Support vendor relationships for hardware and software procurement.
- Help identify and document process improvements for team efficiency.
Requirements
- Bachelor’s degree or equivalent with 1–3 years of relevant IT experience; helpdesk or desktop support background preferred.
- Demonstrated experience supporting end users in a Windows and Microsoft 365 environment.
- Working knowledge of Active Directory, user account management, and identity systems.
- Familiarity with Microsoft 365, Okta, Box, or similar cloud-based enterprise platforms.
- Basic understanding of networking concepts (LAN, WAN, Wi-Fi); hands-on experience not required.
- Awareness of security best practices; able to recognize and escalate potential security issues promptly.
- The ability to explain technical concepts to non-technical staff clearly and patiently.
- Ability to diagnose and resolve end-user and systems issues with appropriate escalation to senior team members.
- Able to work with internal and external stakeholders for system support and maintenance tasks.
- Willingness to learn new technologies and systems in a complex, global environment.
- Ability to work independently and effectively in a high-pressure, fast-paced environment and handle multiple tasks simultaneously.
Nice to Have
- Exposure to or interest in server and virtualization technologies (VMware, Hyper-V); formal training or experience is a plus.
- Experience with MFA, SSO, and anti-spam tools preferred.
- Ability to support remote staff across multiple time zones.
- Quick to learn new technologies and apply them to organizational needs.
- Experience working in a distributed or international organization is an asset.
Work Arrangement
Remote (Worldwide)
Additional Information
- CHAI is an Equal Opportunity Employer.
- CHAI values diversity and inclusion.
- The majority of CHAI staff are based in program countries.
- CHAI operates in 40 countries.
