Help Desk Support Associate

Position Title: Help Desk Support Associate

Location: Abuja Nigeria

This scope of work (SOW) sets forth the services to be provided by the Help Desk Support Associate to SAII Associates Ltd/Gte, an associate company of Chemonics International Inc. in the implementation of the USAID Global Health Supply Chain – Procurement and Supply Management (GHSC-PSM) in Nigeria.

Background: The purpose of the USAID Global Health Supply Chain Program–Procurement and Supply Management single award IDIQ contract is to ensure uninterrupted supplies of health commodities to prevent suffering, save lives, and create a brighter future for families around the world. The IDIQ has four task orders that directly support the U.S. President’s Emergency Plan for AIDS Relief (PEPFAR), the President’s Malaria Initiative (PMI), and USAID’s family planning and reproductive health program. GHSC-PSM provides health commodity procurement services and systems strengthening technical assistance that address all elements of a comprehensive supply chain. All four task orders are implemented in Nigeria.

The Help Desk Support Associate will monitor and maintain the computer systems on the Project in a technical support role and will be the first point of contact for IT issues.

Principal Duties and Responsibilities (Essential Functions)

• Installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems, either remotely or face-to-face.
• Log and keep records of staff queries
• Analyze logs to spot common trends and underlying problems
• Updating self-help documents so staff can try to fix problems themselves
• Testing and fixing faulty equipment
• Able to explain complex information in simple, clear terms to a non-IT personnel.
• An ability to assess each staff IT knowledge levels
• Perform other tasks as directed by Director IT
• Maintain a good knowledge and understanding of all office rules and procedures as set forth in the field office policy manual.
• Support achievement of the overall project goals as required to ensure project performance.
• Ability to deal with difficult staff
• Logical thinker
• Good analytical and problem-solving skills
• Up-to-date technical knowledge
• Good interpersonal and customer care skills
• Good accurate records keeping

Job Qualifications

• Experience in computer and mobile phone hardware maintenance.
• Bachelor’s degree or equivalent in a relevant field
• At least 2 years of relevant work experience
• Experience working on a USAID or donor-funded project required
• Fluency in English is required

Supervision

The Help Desk Support Associate will report to the Director, IT.

Working Conditions/Duration of Assignment

This is a long-term position for the life of the contract based in Abuja, Nigeria.