IT Help Desk Support Technician at Ethiopia Education Initiatives (EEI)

Haile-Manas Academy (HMA) is a new, private residential school that provides Ethiopia’s most promising secondary students a world class education. HMA is located in Debre Birhan.

Haile Manas Academy is a one to one ipad school, with all students and Teaching Faculty using ipads, as part of the daily learning process. HMA is seeking a highly motivated and skilled IT Help Desk Support Technician to join our team. The IT Help Desk Support Technician will be reporting to the Director of Information and Technology. The key responsibilities of the IT Help Desk Support Technician will be to coordinate and carry out help desk services, providing computer, iPad and Apple TV support and technical assistance to Faculty, staff and students. In addition, the role involves installing and supporting effective use of software and application products, providing general user account administration, and coordinating the flow of the help desk ticket queue for the IT Department.

Duties:

• Provides front line help desk services including receiving, evaluating and scheduling requests for IT support. Troubleshoots iPads, computer software and hardware issues. Creates help desk tickets/work orders from in person, phone and/or email requests for repair. Forwards requests to IT staff as necessary.
• Escalates problems and coordinates resolutions, alerting other IT staff and managers as required.
• Investigates, diagnoses, and resolves system problems related to networks, software, internet access, and hardware for users. Provides help desk services via remote access to troubleshoot and support Addis Ababa office staff on software use.
• Provides account administration on various systems for Admin, Faculty, staff and students.
• Installs, configures, and tests software for users, providing end-user training in the use of applications and provides ongoing support.
• Supports to maintain the IT inventory through the importing, assigning, and retiring of school assets.
• Assists the development team with maintenance, testing and support of in-house developed applications.
• Identifies, tests, evaluates, and recommends new products, solutions, and services for suitability to schools needs.
• Support in maintaining IT documentation, including technical manuals and user guides and ensures they are accurate, up to date and properly distributed.
• Tracks and reports on user needs and support requirements to identify and communicate trends.
• Performs other assigned comparable duties within the scope of knowledge, skills and abilities required by the position.

Working Conditions:

• Full-time position with a standard workweek, including weekends and evenings as needed.
  • The role may require on-call support during critical periods, such as exams or school events.

Salary and Benefits:

• Competitive salary based on experience and qualifications, along with benefits.

Education/Experience:

Education: 

• Bachelor’s degree in Information Technology, Computer Science, or a related field

Experience:

• Minimum of two years of related help desk experience, preferably in a schol position, with solid skills operating enterprise Help Desk Software, as well as technical experience working with Google workspace (Gsuit) office programs, email systems support, Apple devices and networks
• Strong knowledge of and proficiency with Windows/Macintosh and
• iOS operating systems and Microsoft Office Suite software including word processing, spreadsheet and database programs

Personal Requirements:

• Excellent organizational skills combined with the ability to work under pressure with limited supervision.
• Strong oral and written communication skills in Amharic and English.
• Sufficient physical strength to lift and handle computer equipment.
• Demonstrated ability to work at the level of independence and with the degree of initiative appropriate to the position.
• Demonstrated ability to communicate effectively and harmoniously with Administration, Faculty, staff, students and outside agencies.

Salary and benefits commensurate with experience.