IT Help Desk Officer

Job responsibilities

A. Technical Support and Troubleshooting of hardware, software, and network issues.

• Provide support to users experiencing hardware, software, and network issues.

• Diagnose and resolve technical issues remotely or on-site, including system crashes, connectivity problems, and software malfunctions.

• Assist with troubleshooting computer hardware such as desktops, laptops, printers, and mobile devices.

• Guide users through problem-solving processes and walk them through step-by-step solutions.

• Escalate unresolved or complex issues to higher-level support or specialized departments.

• Serve as the first point of contact for users seeking technical assistance over the phone, email, or chat.

• Communicate effectively with users to understand their issues and needs.

• Provide clear, concise instructions and explanations to users with varying levels of technical expertise.

• Follow up with users to ensure issues have been resolved satisfactorily and gather feedback on service quality.

• Log and track support requests using a ticketing system in place, ensuring accurate and up-to-date records of user interactions.

• Categorize, prioritize, and assign tickets according to the urgency and nature of the issue.

• Document solutions, troubleshooting steps, and standard procedures in the knowledge base for future reference.

• Close tickets once issues are resolved and provide summaries or updates as needed.

• Install, configure, and update software applications on user devices.

• Set up new hardware for new employees, including computers, phones, and peripherals.

• Manage software licenses and ensure compliance with company policies.

• Assist with setting up and maintaining user accounts, email configurations, and access permissions.

Network and System Support

• Oversee the hospital's network infrastructure installation, configuration, and maintenance.

• Assist users with connectivity issues, including Wi-Fi and VPN connections.

• Monitor network performance and Support basic network troubleshooting, such as diagnosing issues with routers, switches, and network cabling.

• Monitor network and system performance to identify potential issues.

• Support the setup and troubleshooting of remote access solutions for remote or hybrid employees.

• Ensure the stability, security, and efficient operation of the hospital’s LAN, WAN, and internet connectivity.

Health Information Systems Management

• Oversee the implementation, maintenance, and support of electronic health records (EHR) and other clinical information systems.

• Ensure the integration and interoperability of various health information systems used within the hospital.

• Collaborate with healthcare providers to optimize the use of health IT systems to improve patient care.

IT Infrastructure Management

• Accomplish the procurement, reception, installation, and maintenance of IT hardware, including computers, printers, and medical equipment with integrated IT components.

• Ensure that all IT infrastructure meets the operational needs of the hospital and complies with relevant standards and regulations.

• Synchronize with other departments to assess IT needs and develop solutions that enhance hospital operations and patient care.

• Participate in IT projects from planning through implementation, ensuring they are completed on time and within budget.

• Manage available tasked IT infrastructure, internet, systems, and so on contracts

Strategic Planning

• Assist in the development and implementation of the hospital’s IT strategy and long-term planning.

• Identify emerging technologies and assess their potential to improve hospital operations and patient care.

• Recommend upgrades and enhancements to IT systems to ensure they meet the evolving needs of the hospital.

Compliance and Standards

• Ensure that all IT systems and practices comply with relevant healthcare regulations and standards, such as HIPAA (Health Insurance Portability and Accountability Act) or equivalent local regulations.

• Stay updated on industry best practices and ensure the hospital’s IT systems are aligned with these standards.

Security and Data Management

• Monitor and manage the hospital’s servers, including application servers, database servers, and web servers

• Educate users on security best practices, including password management and phishing awareness.

• Assist in the installation and maintenance of antivirus software and security patches.

• Support data backup and recovery processes, ensuring critical data is protected.

• Address security incidents such as malware infections and unauthorized access attempts.

• Implement and maintain virtualization solutions where applicable.

• Develop and enforce IT security policies to protect patient data and hospital information systems.

• Implement national and local cybersecurity strategies, policies, and measures to safeguard against cyber threats.

• Participate in regular security audits and vulnerability assessments with the hospital's internet service provider.

System Maintenance and Updates

• Perform routine maintenance on hardware and software, ensuring optimal performance.

• Install updates, patches, and security fixes on user devices and software applications.

• Assist with software deployments and upgrades as directed by the IT department.

• Maintain an inventory of IT assets and manage the procurement and replacement of equipment as needed.

Data Protection

• Ensure the proper data protection, storage, and backup of hospital data, including patient records, research data, and administrative information.

• Implement data management practices that ensure data accuracy, accessibility, and confidentiality.

User Training and Education

• Provide training sessions or materials for end-users on new software applications and tools.

• Create user guides, tutorials, and documentation to assist employees with common technical tasks.

• Offer guidance on using IT resources effectively, such as collaboration tools and remote work software.

Collaboration

• Work closely with clinical, administrative, other ITs, and research staff to understand their IT needs and provide effective solutions

• Provide feedback to other CHUK IT staff about recurring issues or user needs.

• Participate in team meetings and contribute ideas for improving support processes and tools.

• Liaise with external partners, including other hospitals, universities, and research institutions, to facilitate collaboration and information sharing.

• Foster a collaborative environment to ensure that IT services support the hospital’s mission and goals.

Reporting and Analysis

• Generate reports on help desk activities, including the number and types of tickets resolved.

• Identify trends in support requests and recommend solutions to reduce recurring issues.

• Provide insights into common user issues and suggest areas where additional training may be needed.

• Analyze performance metrics to help improve help desk efficiency and user satisfaction.

Confidentiality

• Important: The IT Officer must maintain strict confidentiality regarding all organizational data and IT systems.

Qualifications

• Advanced diploma in Software Engineering, Computer Science, Computer Engineering, Information and Communication Technology, Electronics and Telecommunication Engineering with 0 Year of relevant experience

• Bachelor's Degree in Software Engineering, Computer Science, Computer Engineering, Information and Communication Technology, Electronics and Telecommunication Engineering with 0 Year of relevant experience

Required certificates

• Certifications in A++, N++, MCIP, MCSA, CCNA

Required competencies and key technical skills

• Resources management skills

• Understanding of ICT specifications for different equipment, PCs, Printers, scanners

• Ability to convert high-level customer needs into a technical development strategy

• Ability to manage and troubleshoot TCP / IP networking issues

• Ability to repair PCs and other hardware equipment

• Communication skills

• Proficient in Internet technologies and IT infrastructure (TCP/IP), WAN, LAN, MPLS, fixed and mobile, telecommunications networks

• Fluent in Kinyarwanda and English. Knowledge of French will be an added advantage

• Team working Skills

• Creativity and Innovation

• Having experience in Desktop Support, Network Administration, System Administration is an added advantage

• Integrity skills