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

Equal Opportunity Employer Statement

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.

• 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.

• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• 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

• BSc in IT, Computer Science or relevant field