IT Infrastructure and Helpdesk Specialist

About Evidence Action

At Evidence Action, we deliver data-driven interventions that transform lives at an unprecedented scale. We identify neglected global health issues and deploy proven solutions, forging healthier futures for generations.

Our model operationalizes leading academic research (including from Nobel-winning economists). We measure progress and outcomes at every stage to ensure we’re making a real impact for people living in poverty and suffering from preventable or treatable health issues. Operating across 9 countries, our team of 800+ has reached over 500 million people, working closely with governments to scale these interventions.

• Our Deworm the World program has delivered over 2 billion treatments, significantly reducing worm prevalence and generating more than $23 billion in lifetime productivity gains. 
• Through Safe Water Now, we’ve saved the lives of over 15,000 children. 
• Our Accelerator explores untapped opportunities in global health, testing low-cost interventions with the greatest potential to save and improve lives. 

At Evidence Action, your colleagues are your greatest asset. You'll partner with high-caliber colleagues in an environment blending innovation, autonomy, and teamwork. Our team excels in disruptive thinking and believes in rolling up our sleeves to get things done. If you're looking to work flexibly and with purpose, join a team that delivers measurable change for millions.

About the IT Team and the Role 

Our IT Team is a collaborative and diverse group that works to support our Evidence Action staff across all our program countries. We work 100% in the cloud and manage priorities across focuses like helpdesk, cybersecurity, cloud computing, and standardization of processes.

Evidence Action is looking for an experienced IT Infrastructure and Helpdesk Specialist to lead our global IT infrastructure and helpdesk operations. You will ensure the security, performance, and reliability of systems across Windows, macOS, and Linux platforms, supporting end-user needs, managing IT inventory and shipping logistics, and producing insightful technical reports and dashboards.

You will report directly into the Global IT Director.

Key Responsibilities:

Infrastructure Management

• Administer and maintain Evidence Action’s IT infrastructure, including cloud platforms (AWS and Azure) and on-premises systems.
• Configure and troubleshoot systems running Windows 11, macOS, and Linux (e.g., Ubuntu, CentOS).
• Manage networking infrastructure, including Cisco Meraki switches, firewalls, routers, and VPNs.
• Oversee database systems (MySQL, Microsoft SQL Server).
• Implement system imaging and software deployment for all major operating systems.

Helpdesk and User Support

• Ensure timely resolution of service tickets.
• Provide Tier 1 and Tier 2 support for technical issues across Windows, Mac, and Linux platforms.
• Maintain hardware including laptops, printers, scanners, and A/V equipment.
• Promote best practices for user support and service quality.

Inventory Management and Shipping Support

• Maintain a centralized IT asset inventory.
• Coordinate procurement, asset tagging, deployment, and retirement of IT equipment.
• Manage logistics and shipping of IT assets to remote offices and global teams, coordinating with the People & Culture team.

Monitoring and Reporting

• Monitor infrastructure health and help desk metrics.
• Develop and manage dashboards using Power BI or similar tools.
• Create periodic reports on system performance, inventory, incidents, and support efficiency.
• Create IT Department newsletters to share information within the organization.  

Security and Compliance

• Enforce security and access control policies in coordination with the Information Security team.
• Support vulnerability management, data protection, and compliance initiatives.
• Ensure disaster recovery and business continuity systems are operational and tested.
  
  

• You have a Bachelor’s Degree in Computer Science, Information Systems, or related field.

• You have  5 to 7 years of hands-on experience managing IT infrastructure and helpdesk operations.
• You have technical expertise with: Microsoft Windows 11 and Windows Server, Linux (e.g., Ubuntu, CentOS) and macOS environments, Cisco Meraki infrastructure, AWS and Azure cloud platforms, MySQL and Microsoft SQL Server, Power BI or other reporting tools
• You have experience working with scripting languages (e.g., PowerShell, Bash, and Python)
• You have experience with system imaging and software deployment across multiple operating systems.
• You have proven experience with printers, scanners, and A/V equipment.
• You can manage complex, interdependent workplans and are adept at prioritization and delegation.
• You are familiar with ITIL or NIST frameworks.
• You have experience supporting global, distributed teams in a non-profit or international development context, and sensitive to cultural differences.

Position Location

This is a hybrid position based in Washington DC, requiring on-site presence every Tuesday, Wednesday, and Thursday, with flexibility for additional on-site days during Global Leadership Team (GLT) conference weeks or when critical operational needs arise.

We are unable to sponsor or take over sponsorship of a U.S. employment visa at this time. Applicants must be legally authorized to work in the U.S. for roles based in the U.S.

The expected role range for this US position is listed below. We consider multiple factors when determining the base salary for a role, including but not limited to: role scope, program budgets, internal equity, and a candidate’s qualifications and/or prior experience.

Note: Pay and benefits will be commensurate with the role specifications, local statutory requirements, and the cost of labor in the markets where we operate. 

The expected pay range for this full-time role is $ 83,900 - $94,000 per year.

For US based roles, Evidence Action provides comprehensive benefits including international health care, HSA/FSA options, life insurance, disability coverage, retirement plans with a matching component, generous and flexible leave options, as well as other employee perks on a reimbursement basis. For more information visit our careers page or ask our recruiting team!

Evidence Action is an Equal Opportunity Employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply.