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

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