The Help Desk Assistant is responsible for JEMS support and call centre and provides support and users on-the-job training at the Jhpiego offices in Haiti, USA and other Francophone countries.

• Provide first level user support for JEMS users and escalating the difficult problems to the technical team
• Document and escalate issues and client requests, and follow up as necessary
• Provide on-line and telephone user support to clients across Jhpiego globally
• Identify routine JEMS user’s application support issues and provide training for staff as required.
• Analyze user requests and provide suggestions for enhancements
• Provide new JEMS user training to staff as required
• Participate in JEMS team meetings
• Participate in testing of application upgrades and new features
• Other duties as necessary and as assigned

• Bachelor’s Degree in IT, Computer Science or related field
• 3 years’ experience in similar capacity
• CompTIA A+ or Network+ Certification
• MCITP: Enterprise Desktop Support Technician
• Must be able to speak and write in French and English
• Knowledge of computer operations, data analysis, database management, and technical support
• Confident user of Windows client operating systems
• Excellent organizational skills including the ability to handle a variety of assignments sometimes under pressure of deadlines.
• Excellent interpersonal and communication skills.
• Excellent communication and interpersonal skills with ability to effectively communicate with senior management, technical staff, as well as non-technical end users
• Excellent computer proficiency particularly working MS Office
• Be of high integrity and have a sense of confidentiality

Abilities /Skills (Ability to work in a complex environment with multiple tasks, short deadlines and intense pressure to perform

• A systemic and process-oriented thinker
• Up-to-date knowledge of technologies and technology standards and an understanding of the constraints and benefits of different technologies
• Field-oriented, results-oriented, and comfortable with a team approach to programming
• Excellent verbal and written communications skills including presentation and facilitation skills, team building and coordination
• Excellent organizational skills, ability to manage several major activities simultaneously and work in a complex environment with short deadlines and intense pressure to perform
• Ability and willingness to learn and travel.

All staff members of Jhpiego, regardless of the level of their responsibilities are expected to:
• Model the mission and values stated above
• Participate in the business development processes
• Contribute to the knowledge sharing and transfer process
• Make responsible decisions that result in time and cost containment and clear accountability
• Participate in multiple teams, adopt team spirit, take responsibility for action items assigned and provide feedback as needed
• Multitask, be able to manage competing priorities and be able to prioritize in order to meet program and/or organizational objectives

Performance Measures: (SMART: Simple, Measurable, Achievable, Results-oriented, Time bound)
An annual work plan with specific SMART performance measures will be developed

Cover Letter, Resume, copy of diplomas