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JOB DESCRIPTION
Position: IT Support and Help Desk
Report to: IT Manager
Location: Kigutu
Position Type: Full-Time



About Village Health Works (VHW)

Village Health Works is a 501(c) (3) social justice organization founded on the belief that health equity is not a commodity, but a right. VHW’s mission is to provide high-quality, compassionate healthcare and education to the most vulnerable populations, based on critical thinking, in a dignified environment. Rooted in the communities it serves, VHW employs a holistic model that integrates clinical services with education, food security, economic development, environmental protection, music, and the arts. With an 85,000 sq. ft. teaching hospital, a comprehensive health system, and the Kigutu International Academy, VHW addresses the root causes of poverty and promotes long term, sustainable change.


VHW Core Values

  • . Dignity: Every member of VHW’s team must value the inherent dignity in each individual.
  • . Excellence: We aspire to excellence in all we do and hold ourselves to the highest standards.
  • . Compassion and Justice: These are the heart of our mission and guide all of our actions.
  • . Boldness and Perseverance: We are courageous in addressing challenges and persistent in pursuing our goals.
  • . Accountability: We are accountable to each other, our community, and those we serve.


Job Overview:

The IT Support and Help Desk Specialist will be responsible for troubleshooting hardware, software, and network issues, installing and configuring IT systems, and maintaining office infrastructure. This role also includes supporting users with day-to-day IT needs, ensuring systems are secure and up-to-date, and assisting with device deployments, documentation, and staff training. IT Support and Help Desk Specialist will play a key role in maintaining operational efficiency, ensuring timely resolution of IT incidents, and upholding security and compliance standards.


Key Responsibilities:

1.Technical Support & Troubleshooting (30%)

  • . 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.
  • . 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.
  • . Escalate complex technical issues to senior IT staff when needed.
  • .Communicate effectively with staff and management regarding updates on system performance, issues, and resolutions.
  • . Assist users with printing issues, including jams and clearing print queues.

2. Systems & Network Administration (25%)

  • . Install, configure, and update computer systems, software, and peripherals (printers, scanners, etc.).
  • . Set up and configure network printers and other peripheral devices.
  • . 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.
  • . Manage and maintain office network infrastructure (Wi-Fi, routers, switches, and cables).
  • . Perform basic configurations, such as setting the time zone and system date.
  • . Assist new users in connecting to Wi-Fi with their usernames and passwords.
  • . 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.

3. Device & Software Management (20%)

  • . 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 software installations, updates, and licenses, ensuring compliance with organizational standards.
  • . Assist with the testing and deployment of new software and technology solutions.
  • .Migrate user data from old machines to new ones.

4. User Support, Training & Documentation (15%)

  • . Assist users with basic software and application usage, including Microsoft Office Suite and email clients.
  • . Provide training sessions or one-on-one support to staff on hardware, software, and IT systems.
  • . Develop and maintain user guides and manuals for common IT systems and processes.
  • . Maintain a knowledge base for frequently encountered issues and solutions.
  • .Assist with onboarding new employees by setting up IT equipment and providing IT orientation.

5. Security, Compliance & Maintenance (10%)

  • . 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.
  • . Perform regular system checks and maintenance to ensure systems remain operational.
  • . Ensure compliance with the organization’s IT policies, including data protection and security standards.
  • .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.

6. 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.).

7. Skills Required:

  • . 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.

8. Certifications:

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

9. Languages:

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


How to Apply

Please email the following documents to both jobs@villagehealthworks.org with the subject line: IT Support and Help Desk.

  • a) A cover letter explaining your interest in the role and how your experience aligns with the position
  • b) Your current resume/CV
  • c) Contact details for three professional references (including one former supervisor) Deadline
  • d) Certified copy of diplomas and training certificates
  • e) Job Certificates

Applications will be reviewed on a rolling basis until October 12, 2025.

Equal Opportunity Statement
Village Health Works is an equal opportunity employer. We value diversity and encourage applications from women, Burundian nationals, and individuals from underrepresented communities.