IT Helpdesk Assistant

🏢 Organization: University of Global Health Equity (UGHE)
📍 Duty Station: Butaro Campus, Rwanda (with occasional travel to Kigali Headquarters)
🗓 Application Deadline: (As per UGHE application portal)

Position: IT Helpdesk Assistant

Reporting to: IT Infrastructure & Support Engineer
Contract Type: Full-Time
Start Date: As soon as possible

Project Background

The University of Global Health Equity (UGHE) is an innovative health sciences university focused on training the next generation of global leaders in healthcare delivery. Launched in Rwanda in September 2015, UGHE delivers an academic experience rooted in equity, empowering students to improve patient care and drive systemic transformation in health systems.

UGHE is an initiative of Partners In Health (PIH), a globally recognized non-profit organization committed to providing a preferential option for the poor in healthcare. In Rwanda, PIH operates through its sister organization, Inshuti Mu Buzima, working closely with government partners to strengthen health systems and improve service delivery.

To ensure smooth academic and administrative operations, UGHE seeks a qualified IT Helpdesk Assistant to support and maintain its IT infrastructure and end-user systems.

Position Overview

The IT Helpdesk Assistant is responsible for monitoring and maintaining computer systems and networks within UGHE. The role includes installation and configuration of computer systems, diagnosing software faults, resolving technical and application issues, and providing responsive support to staff, students, and faculty.

Major Responsibilities

The IT Helpdesk Assistant will:

• Install and configure computer hardware, operating systems, and applications

• Monitor and maintain computer systems and networks

• Respond to user queries (in person, by phone, or email) and provide technical support

• Troubleshoot system and network problems, diagnose software faults, and resolve basic hardware issues

• Replace parts and perform minor hardware repairs when required

• Provide procedural documentation and reports to the supervisor

• Support the roll-out of new applications and technologies

• Set up new user accounts, profiles, and manage password issues

• Guide users through problem-solving processes

• Test and evaluate newly deployed technologies

• Conduct electrical safety checks on computer equipment

• Follow up with users to ensure satisfactory resolution of issues

• Maintain detailed records of reported issues and resolutions

• Collect feedback from users regarding IT services

• Run reports to identify recurring malfunctions

• Promote continuity of service delivery by proactively identifying potential IT issues

• Assist users in connecting to appropriate university network systems

• Perform any other related duties assigned by the Supervisor

Qualifications and Requirements

• Bachelor of Science (BSc) in Information Technology, Computer Science, or related field

• At least 1 year of relevant experience in troubleshooting and help desk support

• Proven experience as a help desk technician or user support officer

• Working knowledge of fundamental operations of relevant software, hardware, and equipment

• Good understanding of computer systems, mobile devices, and other technology products

• Ability to diagnose and resolve basic technical issues

• Proficiency in English

• Excellent oral and written communication skills

Safeguarding Commitment

UGHE is an equal opportunity employer committed to safeguarding and preventing sexual exploitation, abuse, and harassment.

The University ensures that community members, students, staff, contractors, and visitors are treated with dignity and respect. Pre-employment checks will be conducted in conformity with UGHE safeguarding policies.

UGHE will request information from previous employers regarding findings of fraud, harassment, sexual misconduct, or systemic abuse. By applying, candidates confirm their understanding of these recruitment procedures.

How to Apply

Interested applicants should submit:

• Curriculum Vitae (CV)

• Copy of Degree

• Cover Letter describing interest in UGHE and relevant experience

Apply through "APPLY BUTTON"