IT Helpdesk Assistant
University of Global Health Equity (UGHE) Butaro, Rwanda
Description
Job Title: IT Helpdesk Assistant
Reports To: IT Infrastructure & Support Engineer
Location: Primarily at Butaro Campus & time to time at Kigali Headquarters Office
Overview
Responsible for monitoring and maintaining computer systems and networks within UGHE. IT Helpdesk Assistant will be responsible for the installation and configuration of computer systems, diagnosing software faults, and solving technical and application issues. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.
Key Responsibilities
The IT Helpdesk assistant will be mainly responsible for the smooth running of computer systems and ensuring staff/ students/ faculty get maximum support from him/her. His/her tasks will include but are not limited to:
- Installing and configuring computer hardware operating systems and applications;
- Monitoring and maintaining computer systems and networks;
- Respond to queries/ Talking to staff, students or faculty through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve IT issues;
- Troubleshooting system and network problems, diagnosing and solving software faults and some basic hardware issues, replacing parts if required;
- Providing support, including procedural documentation and relevant reports to the supervisor;
- Following diagrams and written instructions to repair a fault or set up a system;
- Supporting the roll-out of new applications;
- Setting up new user accounts and profiles and dealing with password setup issues;
- Respond to email messages for users seeking help;
- Walk user through problem-solving process;
- Rapidly establishing a good working relationship with the staff and other UGHE partners;
- Testing and evaluating new technologies deployed on the university computer systems;
- Conducting electrical safety checks on computer equipment;
- Follow up with users to ensure issues have been resolved to their satisfaction;
- Keeping track of records for all issues reported and how they were resolved
- Collect feedback from users about computer usage.
- Run reports to determine malfunctions that continue to occur.
- Promote continuity of service delivery by keeping the team informed of any potential problems
and providing possible solutions. - Help users to adequately connect to the appropriate University network systems
- Performs any other related duties assigned by the Supervisor.
Qualifications, Knowledge, and Skills
- BSc in IT, Computer Science or relevant field
- Working knowledge of fundamental operations of relevant software, hardware and other equipment
- At least 1 year of work-related experience and training in troubleshooting and providing help desk support
- Proven experience as a help desk technician or other user support role
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent oral and written communication skills
How to Apply
Applicants should provide: (1) curriculum vitae, (2) Degree, (3) A cover letter describing your interest in UGHE and relevant experience.
Please upload these under the ‘Additional Files’ tab on the application page to IT Helpdesk Assistant
University of Global Health Equity is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Organizational Profile
UGHE is a new kind of university focused on training the next generation of global leaders in health care delivery. The university launched in Rwanda in September 2015. Through an academic experience uniquely rooted in the values of equity, students are empowered to both ease suffering at the bedside and drive transformational, systemic changes to the health system.
UGHE is an initiative of Partners In Health (PIH), an internationally recognized non-profit organization whose mission is to provide a preferential option for the poor in health care. In over nearly three decades of operating alongside public sectors in countries around the world, PIH has developed a model to deliver high quality healthcare to some of the world’s most marginalized communities. Nowhere has this impact been more profound than in Rwanda, where Inshuti Mu Buzima—PIH’s sister organization—and our government partners have driven innovation for a decade.
Members of the UGHE community are tenacious and resolute in our drive to attain social justice, make common cause with those in need, listen to and learn from others, and operate with honesty and humility as we uphold academic integrity and intellectual curiosity. The University of Global Health Equity seeks individuals committed to these values to join the team.
Commitment to Safeguarding and Prevention of Sexual Exploitation, Abuse and Sexual Harassment:
At UGHE, we are committed to ensuring that those who benefit from our work- including community members – as well as our students, contractors, staff, and visitors to our campus are treated with dignity and respect and protected from sexual exploitation, abuse and harassment and any form of systemic abuse, whilst reducing risk and vulnerabilities. A range of pre-employment checks will be undertaken in conformity with UGHE’s policy.
UGHE will request information from applicants’ previous employers about any findings of fraud, harassment, sexual harassment and any form of systemic abuse or incidents under investigation when the applicant left employment. By applying, the job applicant confirms their understanding of these recruitment procedures.