Senior IT Officer

Job Description

Pact seeks a highly qualified and accomplished Senior IT Officer for the recently awarded United States Agency for International Development (USAID)/PEPFAR-funded Zambia Integrated HIV and Health (ZIH) Activity. The five-year project will be led by Pact in partnership with the Centre for Infectious Disease Research in Zambia, Circle of Hope, Mothers2Mothers, Copper Rose Zambia, Zambia Network of Young People Living with HIV, and Viamo. Zambia Integrated Health will improve health outcomes of Zambians through equitable access to high-quality health services in the areas of client-centered HIV, HIV/TB, MNCH, Family Planning and Reproductive Health. It will reduce mortality, morbidity, and HIV transmission for sub-populations in Northwestern, Copperbelt, and Central Provinces.  Pact will work closely with the Government of the Republic of Zambia to attain the country’s goal of reaching HIV epidemic control (95-95-95) by 2030.

The activity will be delivered through three main components namely:

1. Increase coverage of comprehensive and person-centered HIV, TB/HIV, FP/RH, MNCH prevention, diagnosis, care, treatment and support services in both communities and health facilities.
2. Increase utilization of community and facility-based quality and person-centered integrated HIV, TB/HIV, FP/RH, MNCH services; and
3. Increase capacities of Provincial and District Health Offices to improve quality and sustain Direct Service Delivery of integrated HIV, TB/HIV, FP/RH, MNCH during and beyond the life of the activity.

The Senior IT Officer is a full-time position based in Lusaka Zambia. S/he is primarily responsible for the smooth running of computer systems and networks at the ZIH Lusaka Office and occasionally support provincial IT teams and supported health facilities as needs arise. S/he will support the ZIH Operations Manager to ensure users are properly supported in a timely manner, responding within agreed time limits to call-outs, talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems, troubleshoot system and network problems, diagnose, solving hardware or software faults and recommend replacement of parts as required. The Senior IT Officer will operate as part of the Project’s operations team and will be under the supervision of the Operations Manager.

This is a Zambia based local Position and open to Zambian nationals only.

Key Responsibilities

• Keep computer systems running smoothly and ensuring users receive the maximum benefit from them.
• Install and configure computer hardware operating systems and applications.
• Monitor and maintain computer systems and networks.
• Liaise with staff either though face-to-face or over the telephone, to help set up systems or resolve issues.
• Provide support, including procedural documentation and relevant reports.
• Follow diagrams and written instructions to repair faults or set up an IT systems.
• Support the roll-out of new applications.
• Set up new users’ accounts and profiles and address password related problems / technical issues.
• Respond within agreed time limits to call-outs.
• Prioritize and manage open IT cases.
• Establish a good working relationship with customers and other professionals, such as software developers and support teams.
• Test and evaluate new technology, supporting use of digital systems in health facilities implementing the ZIH project.
• Provide user support across ZIH Project, either in person or remotely.
• Complete initial diagnosis and progress all issues in a timely manner to meet customer Service Level Agreements (SLAs) and resolve the incidents wherever possible.
• Monitor Risks, Issues / Incidences, Action Logs and Dependencies.
• Provide occasional out of hours support.
• Support installation and ongoing technical support of Access Control and CCTV surveillance systems for the ZIH Country Office.
• Any other tasks or projects assigned by the supervisor.

Time Management / Resource Allocation:

• User support 40%
• Network monitoring and administration 20%
• Troubleshooting hardware and software 20%
• Help Desk support 20%

Employee complies with all company policies and procedures, including completing all compliance training topics by the deadline to satisfy each, and receiving the corresponding acknowledgment statement that the training has been completed.

Basic Requirements

• Minimum Bachelor’s degree in IT or the equivalent qualification.
• Any of the Microsoft certifications (MCSE, MCSA, MCDA, CCNA).
• ITIL certification.
• At least 4 years’ experience in similar position with minimum supervision; understanding of health information systems landscape activities in a busy, fast-paced environment.

Additional qualifications:

• Problem and Knowledge Management skills.
• Good knowledge of access control and CCTV surveillance systems.
• Passionate about customer service and ability to handle challenging customer conversations. Ability to prioritize under pressure.
• Good knowledge of server operating systems with particular focus on Windows Server 2016 Active Directory.
• Good knowledge of desktop operating systems (Windows) and associated hardware and software (MS Office, MS Project, Visio) necessary to install and support users from an operational perspective.

Preferred Qualifications

• A good knowledge of software and operating systems (i.e. Microsoft Windows Server)
• Active Directory (Administration)
• End-User Devices (Desktop/Laptop/Mobile Phone/Desk Phones)
• Understanding of networking technologies and concepts.
• Use of systems monitoring tools.
• Good knowledge of Voice Telephony.
• Good knowledge of security systems such as centralized access control and CCTV systems.
• Process improvement.
• Documentation and problem-solving skills.

About the Organization

Pact is an equal opportunity employer and does not discriminate in its selection and employment practices on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, citizenship status, genetic information, matriculation, family responsibilities, personal appearance, credit information, tobacco use (except in the workplace), membership in an employee organization, or other protected classifications or non-merit factors.

At Pact, we recognize your impact, offer you opportunities and support your total well-being. Our comprehensive benefit offerings may include healthcare, retirement (8.8% to 13% based on service tenure) and savings plans, paid time off, disability and life insurance programs, learning and development opportunities, wellness programs as well as other optional benefit elections .

With the continuing impacts of COVID-19 around the world, we are taking action to protect the health and well-being of our colleagues and maintain the safety of the communities where we operate. Pact seeks an environment free from COVID-19 and prefers all employees to be fully vaccinated for COVID-19. Attestation of vaccination status will be required for employment with Pact. Unvaccinated employees may be subject to additional health and safety requirements to include any federal, state and/or client restrictions.