IT Support and Help Desk Specialist

Organization Background:

Village Health Works (VHW) is a 501(c)(3) corporation. It is a social justice organization founded on the belief that health equity is not a commodity but a right. Founded in partnership with the communities we currently serve, VHW’s mission is to provide the neediest high quality, compassionate health care and education based on critical thinking in a dignified environment. VHW’s holistic approach integrates clinical services with education, food security, economic development, environmental protection, music and the arts. In the context of where we currently work, this is the only way we can sustainably end extreme, multigenerational scarcity in a way that uplifts and engages communities with dignity and in their own context. We believe that the lack of access to quality healthcare and education is the biggest threat to development and world peace.

Currently VHW operates in a wide array of clinical and community programs in a catchment area of over 200,000 people within the provinces of Rumonge and Bururi, though its doors are open for every patient regardless of where that patient is coming from. Our first clinic attends over 51,000 outpatient consultations per year. Since 2007 until summer 2023, our 60-bed inpatient wards have been providing basic adult and pediatric non-operative inpatient services including treatment of malnutrition, mental health, chronic and acute diseases and uncomplicated obstetrical deliveries. These services have been administered by our staff of generalist physicians under the supervision of our current Medical Director.

Village Health Works has embarked on a plan to expand our clinical services to provide comprehensive quality medical care and training. To achieve this goal, VHW has constructed and officially opened an 85,000 sq. ft. state-of-the-art teaching hospital with several services that include surgery, obstetric deliveries, intensive care, pediatrics and neonatology, emergency, pathology lab, medical education and research center, etc.To provide excellent patient care and training we must expand the scope and skills of the healthcare providers through training, teaching and research, hiring through rigorous development and implementation of systems and structures, policies and procedures that are framed by high quality norms and international standards.

Additionally, VHW has established the Kigutu International Academy, a grade 9-12 boarding school to equip young minds with an education based on critical thinking to prepare them to become the leaders we wish their country and the continent to have for a better future.

Our core values are as follows:

● Every member of VHW’s team must value the dignity inherent in each individual, aspire to excellence in all we do, proceed with boldness and perseverance.

● Compassion and justice must be at the heart of our organization.

● To accomplish the mission of our organization we all must be accountable to each other and to our community.

Responsibilities:

• Provide first-line support to staff, responding to IT-related queries and troubleshooting technical issues online or in-person.
• Diagnose and resolve hardware, software, and network problems promptly and efficiently.
• Install, configure, and update computer systems, software, and peripherals (printers, scanners, etc.).
• Assist users with basic software and application usage, including Microsoft Office Suite, email clients.
• Manage and maintain office network infrastructure (Wi-Fi, routers, switches, and cables).
• Set up and configure network printers and other peripheral devices.
• Assist users with printing issues, including jams, clearing print queues.
• Support the installation and configuration of network devices such as access points, switches, and firewalls.
• Monitor the performance of the network to ensure uptime and resolve any connectivity issues.
• Prepare new hardware (desktops, laptops, and mobile devices) for deployment.
• Install operating systems and required software, ensuring that all devices are properly configured.
• Manage software updates and ensure systems are secure with the latest patches and antivirus definitions.
• Support regular data backup processes, ensuring that critical data is securely stored and recoverable.
• Ensure that all devices are equipped with appropriate antivirus software and are regularly updated.
• Assist in identifying and mitigating cybersecurity threats, including malware and phishing attacks.
• Log and track support requests through a help desk ticketing system, ensuring timely resolution and follow-up.
• Provide clear documentation of resolved issues, troubleshooting steps, and any workarounds for future reference.
• Maintain a knowledge base for frequently encountered issues and solutions, helping improve overall support efficiency.
• Provide training sessions or one-on-one support to staff on the use of hardware, software, and IT systems.
• Develop and maintain user guides and manuals for common IT systems and processes.
• Assist with onboarding new employees by setting up IT equipment and providing IT orientation.
• Perform regular system checks and maintenance to ensure systems remain operational.
• Support software installations, updates, and licenses, ensuring compliance with organizational standards.
• Assist with the testing and deployment of new software and technology solutions.
• Respond promptly to IT incidents, identify the root cause, and resolve them in a timely manner.
• Escalate complex technical issues to senior IT staff when needed.
• Communicate effectively with staff and management to provide regular updates on system performance, issues, and resolutions.
• Keep track of IT equipment inventory, including computers, peripherals, software licenses, and networking devices.
• Ensure that equipment is properly maintained, repaired, and replaced as necessary.
• Ensure compliance with the organization’s IT policies, including data protection and security standards.
• Perform basic configurations, set the time zone, and system date.
• Assist new users in connecting to Wi-Fi with their usernames and passwords.
• Migrate user data from old machines to new ones.
• Set up network printers, local printers, and scanners as necessary.
• Install/replace access points and switches or network cables when needed.
• For new office locations, work with the IT Manager to set up local network and internet infrastructure

Qualifications:

• 3+ years of experience in IT user support, software, computer hardware, and network support.
• Bachelor’s degree in Information Technology or a related field.
• Proven experience working with Windows and Android hardware and software.
• Experience with at least one electronic medical record (EMR) system.
• Hands-on experience with routers, access points, and computer networks.
• Extensive experience in providing direct user technical support and troubleshooting computer, network, and communication equipment.
• Ability to apply specialized IT knowledge across multiple disciplines.
• At least three years of relevant experience administering Windows computers, Office 365 tools (e.g., Microsoft Outlook), and LAN/WAN networking environments.
• Advanced knowledge of fiber optic technology.
• Knowledge of database technologies (e.g., MySQL, SQL, Oracle, MongoDB, etc.).

Skills:

• Strong understanding of computer hardware, software, and network troubleshooting.
• Ability to diagnose and resolve technical issues quickly and effectively, using analytical skills to find solutions to complex problems.
• Excellent interpersonal skills with a focus on delivering exceptional customer service, maintaining professionalism and patience when addressing user queries and concerns.
• Knowledge of LAN/WAN, VPNs, routers, switches, access points, and network security. Ability to troubleshoot network issues and configure network devices.
• Clear and concise verbal and written communication for providing instructions, documenting issues and resolutions, and liaising with users or team members.
• Ability to handle multiple issues simultaneously, prioritize tasks based on urgency, and ensure timely resolution of issues.
• Proficient in installing, configuring, and maintaining operating systems, software applications, and system updates.
• Knowledge of basic security practices, including data protection, malware prevention, and regular system patching to mitigate risks.
• Ability to work effectively within a team, supporting colleagues when needed and contributing to collective IT projects.
• Ability to work under pressure

Certifications:

• Certifications such as Cisco CCNA, CompTIA Network+, CompTIA Security+, ITIL, or other relevant certifications.

Languages:

• Required : Fluency in both written and spoken English and French.
• Desirable : French and Kirundi (oral and written).

Required documents:

• Cover Letter
• Updated CV
• Certified copy of diplomas and training certificates
• Certificate of Service or other documents proving experience
• 3 reference persons