Overview
The Objective of this position is to ensure a continuous flow of information on all MSH systems, provide support to users of new and existing technology, operate and maintain computer workstations and networks, and work on up-gradation of corporate software projects.
The IT Support Intern will support the implementation of ICTD practices across MSH projects in Nigeria.
S/he will be the main support person to the program team installing EMR in Sokoto and Minna and also will document process and best practices related to this.
Specific Responsibilities
Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from users
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced Manager.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Make sure the phone on every desk is working at all times.
Install anti-virus software.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals on a monthly basis (monthly report of the work done submitted to the IT Manager)
Prepare the Projector and other presentation materials for quality presentations.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Develop help sheets and frequently asked questions lists for end users.
Travel to site offices whenever there is a need to, and resolve issues independently as much as can be achieved.
Send a weekly Status report and Time Sheet to IT Support Advisor (Manager)/ HR.
Ability to travel 40% of the time to various state offices.
Qualifications
Graduate and professional training on Information Technology
2 years’ related experience in the field of Information Technology and ICTD management, however experience in software development environment and use of current technologies, such as Virtualization and complex systems is preferable with proven achievements
Good communication & interpersonal skills. Ability to effectively communicate technology, infrastructure and process needs and requirements with all personnel levels; oral and written communication
Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new programs quickly, use computers to improve productivity and Up-to-date knowledge and skills on latest developments in the IT systems field
Generates new ideas, supports change, encourages innovation, solves problems creatively
Network Administration Skills
Patience & good listening Skills
Excellent organizational skills
Excellent analytical skills
Good evaluation skills
A good team-playing mentality
Logical mind and capable of working well under pressure
An ability to work to tight deadlines and within constraints
Understanding of complex information and requirements
Good prioritization skills and be flexible enough to adapt plans
To apply for this position, go to MSH’s Career Website
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