About

Zimbabwe Health Interventions (ZHI) is a not-for-profit human development organisation which is registered as a Trust under the Zimbabwe Deeds Registries Act (Chapter 20:05). ZHI’s mission is to develop and deliver innovative and sustainable high impact integrated health interventions with local communities while working with and strengthening existing institutions.

Basic function

The Senior IT Officer provides support to end-users, internal users, and ZHI external partners. Serves as the first line of support for the end user on issues related to servers, computers, laptops, printers, network connectivity and remote access. Simulates or recreates a process to resolve operating difficulties and may interact with network services, software systems engineering, and / or applications development to restore service and / or identify and correct core problems. He / she provides support to the project teams to ensure coordinate and support any IT-related issues including any upgrades for efficient project delivery.

Job description

Handles first level support of hardware, applications and operating systems, technical consultation and networking; Serves as a productive project team member by completing assigned tasks and assisting projects with technology implementations and innovations; Performs software installations on company computers and configures applications as specified; Working knowledge and understanding with a variety of technologies to effectively support end- users; Supervise other IT Support staff and local IT consultants \ contractors, when applicable and provide support to all ZHI projects and offices; Understands organizational operations and how IT can be used to create value and competitiveness; Maintain an updated inventory of all ZHI IT equipment and coordinate receiving, distribution and repairs of all IT equipment; Ability to interact with a broad range of end-users and use various technical resources to provide support including providing user training; Demonstrates ownership of customer issues and independently seeks solutions; Works on assignments that are routine in nature; Has ability to recognize situations that deviate from accepted practice and seeks managerial advice prior to acting; Manage and collaborate with third party suppliers where appropriate and ensure that vendor performance and provision of services and quality is in line with ZHI expectations that enable ZHI to meet or exceed service levels; Responsible for the optimal operation of all office devices and end user computing environments hardware, peripherals, which directly support and help manage the end user computing environment; Working knowledge and understanding with a variety of technologies to provide network connectivity across projects offices, including WiMax, fibre and VSAT technologies; Support organizational wide priorities by ensuring optimal support and timely resolution of incidents

Knowledge, skills and abilities

Understanding of Information Technology industry practices; Solid knowledge and experience with incident management and operations services tools and systems; Proficiency in Hardware troubleshooting and basic repairs; Proficiency with MS Office Suite 2013, 2016, Windows 7, 10, Exchange 2010/2013, Office 365, Active Directory and network antivirus; Basic knowledge of Cisco routers / switches and other networking devices; Skills in oral and written communication; Ability to communicate effectively and tactfully with all levels of staff, individuals from diverse cultures, and the public; Ability to multi-task and self-motivate through assignments and routines; Must have knowledge of the Ministry of Health ICT and eHealth Strategies and experience working in MoH health facilities; A willingness to increase knowledge and update skills as required; Ability and willingness to travel within the country.

Qualifications and experience

Bachelor's Degree in Computer Science, Information Technology or related field, or equivalent; 5 years of experience providing end-user phone support for current PC desktop and application software OR installing, upgrading, troubleshooting and repairing personal computers in a network environment; Vendor and specialized industry training will be added advantage (Cisco, Microsoft); Equivalent combination of education and experience