IT Help Desk Officer at Central University Hospital of Kigali (CHUK): (Deadline 10 December 2025)

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. B. 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. C. 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. D. 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 E. 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. F. 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. G. 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. H. 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. I. 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. J. 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. K. 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. L. 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. M. Confidentiality • Important: The IT Officer must maintain strict confidentiality regarding all organizational data and IT systems.