General Summary

The IT officer shall take responsibility for monitoring, maintaining and supporting IDI’s entire technology infrastructure within USAID LPHS-TB Project Offices.  S/he must be a diverse individual, showing broad technical, organizational and communication skills and be capable of working individually and in a team environment. The IT Officer is also responsible for day-to-day proactive IT service management, i.e., service support and service delivery at the LPHS-TB officers as assigned by the IT Manager, Information Services department.

Key Responsibilities

• Evaluate system potential by testing compatibility of new programs with existing programs.
• Evaluate expansions or enhancements by studying work load and capacity of computer systems.

• Achieve computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
• Maximize use of hardware and software by training users; interpreting instructions; answering questions.
• Maintain system capability by testing computer components.
• Prepare reference for users by writing operating instructions.
• Maintain up-to-date records of preventive maintenance for all hardware and software components.
• Maintain historical records by documenting hardware and software changes and revisions. 
• Work with service providers, System Development, Senior IT Specialists and Data Managers to resolve issues with database applications and server systems.
• Meet with relevant users to identify requirements for new infrastructure components, e.g. computing devices, additional data points etc.
• Implement and test upgrades / re-designs of LANs, WANs and other components across the IDI computing infrastructure to meet IDI requirements, resolve performance bottlenecks and maintain reliability as planed and scheduled by the Senior Specialists.
• Periodical review and update of processes to be followed by the Service Desk team.
• Ensure that all user requests for IT services are logged as work orders, assigned to a technician, escalated as necessary and tracked until completion and that users are kept up-to-date on status of resolution. 
• Periodically obtain user feedback and comments and implement measures to enhance the quality of service offered. 
• Produce regular reports about the operations of the IT Service Desk 
• Any other duties as may reasonably be assigned from time to time.

Person Specification

Required Quali?cations:

• Bachelor’s Degree in Computer Science, Information Technology, Information Security or related computing discipline is an added advantage.
• Post-graduate degree will be an added advantage.
• Technical certifications include; training in Cisco, Microsoft, Linux, and Database administration.

Required knowledge, skills and abilities:

• Familiarity with IT Operations in a clinical environment is preferable
• Proven experience in monitoring, administering and troubleshooting Ethernet/IP LAN/WAN environments.
• At least 1year’experience in IT related support with solid background in IT infrastructure operations, computer network administration and service delivery
• Must have excellent interpersonal skills, customer service approach and possess a professional, confident and empathetic manner.
• Patience and tenacity, dealing with users at their level, identifying creative solutions where applicable to meet/exceed customer expectations
• Proven experience with managing the deployment, maintenance and operations of IT Systems (Windows based) and defining system requirements to meet business needs.

General Summary

The IT officer shall take responsibility for monitoring, maintaining and supporting IDI’s entire technology infrastructure within USAID LPHS-TB Project Offices.  S/he must be a diverse individual, showing broad technical, organizational and communication skills and be capable of working individually and in a team environment. The IT Officer is also responsible for day-to-day proactive IT service management, i.e., service support and service delivery at the LPHS-TB officers as assigned by the IT Manager, Information Services department.

Key Responsibilities

• Evaluate system potential by testing compatibility of new programs with existing programs.
• Evaluate expansions or enhancements by studying work load and capacity of computer systems.

• Achieve computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
• Maximize use of hardware and software by training users; interpreting instructions; answering questions.
• Maintain system capability by testing computer components.
• Prepare reference for users by writing operating instructions.
• Maintain up-to-date records of preventive maintenance for all hardware and software components.
• Maintain historical records by documenting hardware and software changes and revisions. 
• Work with service providers, System Development, Senior IT Specialists and Data Managers to resolve issues with database applications and server systems.
• Meet with relevant users to identify requirements for new infrastructure components, e.g. computing devices, additional data points etc.
• Implement and test upgrades / re-designs of LANs, WANs and other components across the IDI computing infrastructure to meet IDI requirements, resolve performance bottlenecks and maintain reliability as planed and scheduled by the Senior Specialists.
• Periodical review and update of processes to be followed by the Service Desk team.
• Ensure that all user requests for IT services are logged as work orders, assigned to a technician, escalated as necessary and tracked until completion and that users are kept up-to-date on status of resolution. 
• Periodically obtain user feedback and comments and implement measures to enhance the quality of service offered. 
• Produce regular reports about the operations of the IT Service Desk 
• Any other duties as may reasonably be assigned from time to time.

Person Specification

Required Quali?cations:

• Bachelor’s Degree in Computer Science, Information Technology, Information Security or related computing discipline is an added advantage.
• Post-graduate degree will be an added advantage.
• Technical certifications include; training in Cisco, Microsoft, Linux, and Database administration.

Required knowledge, skills and abilities:

• Familiarity with IT Operations in a clinical environment is preferable
• Proven experience in monitoring, administering and troubleshooting Ethernet/IP LAN/WAN environments.
• At least 1year’experience in IT related support with solid background in IT infrastructure operations, computer network administration and service delivery
• Must have excellent interpersonal skills, customer service approach and possess a professional, confident and empathetic manner.
• Patience and tenacity, dealing with users at their level, identifying creative solutions where applicable to meet/exceed customer expectations
• Proven experience with managing the deployment, maintenance and operations of IT Systems (Windows based) and defining system requirements to meet business needs.

District HIV Prevention & Key Population Services (1)

The District HIV prevention and Key Population Program Officer will provide technical assistance to field office and HF staff and DHTs to ensure timely attainment and sustenance of quality HIV/AIDS prevention services especially those targeting key and priority populations

Research Assistant (1)

The Research Assistant will be required to give overall support to both the clinical and administrative teams on the study. The individual should be self-motivated and able to work with minimal supervision.

Epidemiologist and Knowledge Management Expert (1)

The epidemiologist will work with the program leadership at IDI and the SLL program monitoring unit at Africa CDC to support the documentation of success stories, generation of hypotheses and scientific writing efforts across all SLL partner implementation efforts. The role shall also include supporting capacity-building efforts to establish knowledge management hubs and working with the program academic consortium to maximize scientific and scholarly output from the SLL program.