Hotline Service (HIT Professional / IT Helpdesk)

Reports to: Project Manager

Location: Addis Ababa

Contract Term: Full-time Position, Fixed Term Contract

No. of Positions: 01

Salary Scale: As per the scale of the organization

Deadline: November 15, 2025

Category: Information Technology

Job Description

Brief Introduction

REACH Ethiopia is a legal entity established as a local non-governmental organization under the law of the Federal Democratic Republic of Ethiopia by Proclamation No. 1113/2019, licensed and bearing Certificate No: 3020 from the Ethiopian Authority for Civil Society Organizations. REACH Ethiopia invites interested individuals with experience in providing IT helpdesk support to undertake the following responsibilities.

Functional Responsibilities

Serve as the first point of contact for users seeking technical assistance over the phone or instant messaging applications
Performing remote troubleshooting through remote desktop access and diagnostic techniques
Ensure that facilities stay connected to the central server and track issues in connectivity.
Communicate unresolved issues and feedback to developers and product managers in an organized and timely manner.
Exercise patience under busy days, difficult users, or less-than-optimal connectivity situations
Record support requests and resolutions and report to the supervisor periodically
Perform any other relevant activities as assigned by the supervisor

About You

Education, Experience, Skills Requirements

Bachelor’s Degree in Information Systems or related field
At least 2 years of practical IT helpdesk support experience in a similar position
Good understanding of computer systems, MS Office applications, mobile devices, and other tech products
Background in health information technology and experience in Health information systems is advantageous.
Excellent written and verbal communication skills
Able to work in a team and can also work independently under pressure.
Fluency in spoken and written English and Amharic is required

Required Skills

Adaptability
Communication
Attention to detail
Problem solving

How to Apply

Only candidates meeting the required qualifications and experience are invited to send their application letter and CV as one document through the following three step process:

Fill out the mandatory application form using the following link: http://oas.reachet.org.et/job-application?uuid=6b5b4f6f-4cea-40f3-a82e-5ba621124b7d within ten (10) days from the first appearance of the announcement.

Attach your application letter and updated CV as a single document (1 pdf) through the system

Check your email and make sure you receive an automatic response acknowledging receipt of your application.

REACH Ethiopia is an Equal Opportunity Employer and encourages applications from all qualified individuals regardless of race, religion, national origin, sexual orientation or disability.

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