Clinton Health Access Initiative India Private Limited (CIPL) is a private entity, majority-owned by the Clinton Health Access Initiative (CHAI), a US-based non-profit organization. CIPL operates independently and exclusively provides export-based services, contributing to CHAI’s goals of improving healthcare access, delivery, and outcomes in underserved populations. CIPL serves as a Global Shared Service (GSS) or Global Capability Center (GCC) harnessing technical expertise and innovative solutions to address global health challenges.

CIPL 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. CIPL values diversity, inclusion and recognizes that our mission is best advanced by the leadership and contributions of people with diverse experience, backgrounds, and culture.

About the Position:

The Helpdesk Engineer will provide timely support to CHAI staff based around the world using a helpdesk ticketing system. Tickets are triaged and assigned on a priority basis and engineers are empowered to escalate tickets as needed for additional support. In addition to providing support helpdesk engineers on-board and off- board staff, track inventory, setup new computers and decommission old computers.

• Maintain Office365, anti-spam, Azure AD and AD user accounts
• Proactively support staff in field offices using Windows 10 and Mac OS and provide training and assistance to users as needed
• Interface with vendors to place orders for new equipment and software
• Create and maintain updated documentation
• Must be excited about learning new things, patient in dealing with staff in complex and sometimes high- pressure situations
• Must have excellent attention to detail
• Provide hardware and software support for local users in person, and coordinating and providing support, via phone and email, for our users worldwide through our helpdesk system
• Collaborate well in a small team environment

• Bachelor’s degree in Information Technology, Computer Science, or a related field with a minimum of six years of relevant work experience as a Helpdesk Engineer or in a similar technical support role
• Prior experience managing and maintaining Office365, Azure AD, and Active Directory (AD) user accounts
• Proficiency in supporting Windows 10 and Mac OS environments, including troubleshooting hardware and software issues
• Hands-on experience with helpdesk ticketing systems for managing and prioritizing support requests
• Familiarity with anti-spam solutions and security best practices for user accounts and systems
• High level of proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) for documentation and reporting
• Strong written and verbal communication skills with the ability to provide training and support to users globally
• Attention to detail and ability to manage multiple tasks efficiently in a fast-paced environment
• Customer-focused mindset with patience and problem-solving skills to handle complex and high-pressure situations
• Proficiency in scripting (such as PowerShell) for automation tasks is preferred
• Certifications such as Microsoft Certified: Modern Desktop Administrator Associate or equivalent are preferred.
• Willingness to learn new technologies quickly and adapt to evolving requirements
• Ability to create and maintain technical documentation accurately and efficiently

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