Job Title: HELPDESK OFFICER
Job location: HQ – Remote
Reports to: IT Coordinator
JOB SUMMARY
The Helpdesk Officer will provide first-level IT support to MedGlobal staff across multiple country offices. This role ensures smooth operation of day-to-day IT services, user support, and incident management. The Helpdesk Officer will assist in maintaining MedGlobal digital infrastructure—including Microsoft 365, Odoo ERP, SharePoint, Power Platform, and other organizational systems—while ensuring compliance with cybersecurity best practices.
MAIN DUTIES AND RESPONSIBILITIES
IT Support & Helpdesk
• Serve as the first point of contact for staff IT issues via email, ticketing system, or phone.
• Troubleshoot hardware, software, network, and account-related problems.
• Escalate complex issues to the IT Coordinator or relevant specialists when needed.
• Track, update, and close IT support tickets in a timely manner.
User & System Administration
• Support user onboarding/offboarding by creating, updating, and disabling accounts in Microsoft 365, Odoo ERP, and other platforms.
• Assist in managing email accounts, distribution groups, and access permissions.
• Provide guidance to staff on the use of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and Odoo ERP modules.
Device & Asset Management
• Remotely configure and maintain laptops, desktops, mobile devices, and peripherals for staff when possible.
• Ensure devices are properly secured with encryption, antivirus, and organizational policies.
• Maintain up-to-date records of IT assets.
Training & Capacity Building
• Provide basic IT training and user guides to staff on organizational systems.
• Raise staff awareness about cybersecurity practices such as phishing prevention, data protection, and safe use of devices.
Systems & Security Support
• Assist in monitoring compliance with IT security policies and procedures.
• Support the implementation of software updates, patches, and backups.
• Report and document IT incidents, including potential security breaches.
QUALIFICATIONS AND SKILLS
Education & Experience
• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent work experience).
• 3–5 years of experience in IT support, helpdesk, or system administration.
• Experience with Microsoft 365 (Exchange, Teams, OneDrive, SharePoint).
• Familiarity with ERP systems (Odoo preferred).
Skills & Competencies
• Strong troubleshooting and problem-solving skills.
• Knowledge of Windows 10/11 and basic networking concepts.
• Good understanding of IT security principles and practices.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong communication and interpersonal skills with multicultural teams.
• Proficiency in English (Arabic/Turkish/other languages a plus).
Preferred
• Experience with Power Automate, Power Apps, or other automation tools.
• Knowledge of Google Workspace and experience with migration to Microsoft 365.
• Previous experience working in a nonprofit or humanitarian organization.
ABOUT MEDGLOBAL
MedGlobal is a global humanitarian non-profit organization providing medical and health education services to people in need, including refugees and displaced persons, in disaster and underserved regions. The organization is composed of medical and public health professionals of diverse backgrounds.
Job Type: Full-time
Pay: $1,500 – $1,800 monthly
Work Location: Remote
Benefits:
- Flexible schedule
- Health insurance allowance
- Paid time off
Schedule:
- 8 hour shift
CODE OF CONDUCT
MedGlobal Code of Conduct reflects the profession’s core set of beliefs and values of care, respect, trust, and integrity. These beliefs and values are fundamental to MedGlobal employees, volunteers, interns, consultants, and contractors to guide their practice and conduct. The Code is organized into categories, as follows:
• Always act with fairness, honesty, integrity, and openness; respect the opinions of others and treat all with equality and dignity without regard to gender, race, color, creed, ancestry, place of origin, political beliefs, religion, marital status, disability, age, or sexual orientation.
• Provide a positive and valued experience for those receiving service within and outside MedGlobal.
CHILD PROTECTION POLICY
Child abuse in all forms is unacceptable to MedGlobal, which recognizes its responsibility to protect children from harm in all areas of its work. MedGlobal is committed to ensuring a child-safe environment and is applying a zero-tolerance approach towards any kind of child abuse and exploitation.
DISCRIMINATION, ABUSE AND HARASSMENT POLICY
MedGlobal provides equal employment opportunities to all employees and applicants for employment and expressly prohibits and will not tolerate any form of discrimination, abuse, harassment (sexual or otherwise), based upon race, ethnicity, religion, national origin, gender, age, marital status, citizenship status, disability, or military status. MedGlobal employees and related personnel must under no circumstances take part in any form of discrimination, harassment, or abuse (physical, sexual or verbal), intimidation or exploitation, or in any other way infringe the rights of others inside or outside the organization.