ABOUT GLOBAL PROGRAMS

The Global Programs (GP) Office in Tanzania is an affiliate of the University of California, San Francisco, and it provides targeted HIV/TB strategic information (SI) technical assistance through the PEPFAR-funded Alliance for Country-led Control of the HIV Epidemic by Leveraging Efficient Resource Allocation (ACCELERATE). The GP office also facilitates the expanded presence and operations for global health professionals and researchers from the University of California, San Francisco (UCSF) and its affiliates in Tanzania. We work in collaboration with key partners including the U.S. Centers for Disease Control and Prevention (CDC), the United States’ President’s Emergency Plan for AIDS Relief (PEPFAR), the Ministry of Health (MoH), the National AIDS, STI and Hepatitis Control Programme (NASHCoP), the Zanzibar Integrated HIV, Hepatitis, TB, and Leprosy Programme (ZIHHTLP), other donors, and local partners to build capacity and to validate and strengthen SI activities to effectively guide prevention and treatment programs toward maximum impact. Global Programs also provide training, mentorship, and technical assistance to build capacity in epidemiology surveillance, monitoring and evaluation, health information systems, improving data quality and increasing data use, data science, and applied public health research among health ministries and local partners.

PROJECT SUMMARY (FOR PROGRAM STAFF)

The University of California, San Francisco (UCSF) is engaged in a five-year Cooperative Agreement with the U.S. Centers for Disease Control and Prevention-Tanzania (CDC-Tanzania) to provide strategic information and health information systems (HIS) technical assistance to the Ministry of Health (MoH) as well as the United States’ President’s Emergency Plan for AIDS Relief (PEPFAR) and their implementing partners (IPs). We are recruiting an individual through Global Programs to serve as an IT Support Officer.

SUMMARY OF ROLE

The IT Support Officer will ensure that staff have dependable access to computers, networks, communication platforms, software, and other technology required for their work. The role is primarily focused on office IT support.

REPORTING & MANAGEMENT RESPONSIBILITIES

This position reports to the Technical Director.

This position does not have any supervisory or management responsibilities.

POSITION RESPONSIBILITIES

Administrative:

• Comply with Global Programs administrative policies and procedures.
• Making copies, printing, and scanning of documents as needed.
• Filling and submitting administrative documents including timesheets, leave forms, advance request forms, and documents related to travel expenses.

Communications:

• Prepare presentations, reports, and other IT related sessions based on Global Programs activities.
• Communicate with donors under guidance from the Technical Director or Country Representative.
• Provide IT training as needed.
• Serve as a Global Programs representative for meetings and conferences (e.g., meetings with stakeholders from PEPFAR, donors, MoH, IPs, etc.).

Technical:

• Provide timely technical support to staff using desktops, laptops, printers, scanners, mobile devices, and other IT equipment.
• Install, configure, maintain, and troubleshoot computer hardware, operating systems, and software.
• Set up user accounts, email, Microsoft 365 applications, Teams, OneDrive, and other organizational systems.
• Manage office network connectivity, including LAN, WLAN, Wi-Fi, routers, switches, firewalls, and internet services.
• Monitor internet performance and coordinate with service providers to resolve connectivity problems.
• Support video- and audio-conferencing equipment and virtual meetings.
• Implement routine data backup, device security, antivirus protection, software updates, and access-control measures.
• Support the procurement, configuration, assignment, and secure disposal of IT equipment.
• Managing equipment and software-licence procurement for NASHCoP and ZIHHTLP.
• Coordinating requirements, quotations, vendors, approvals, purchasing, delivery, configuration, handover, and disposal.
• Provide routine server administration and technical support for CTC2 and other organizational systems, including monitoring, backups, security, troubleshooting, documentation, and coordination with developers or technical specialists on systems architecture issues.
• Maintaining procurement records and tracking equipment, licences, warranties, renewals, assignments, and other technology assets.
• Coordinate with IT vendors and service providers when specialized support is required.
• Prepare and maintain documentation for IT systems, configurations, procedures, and changes.
• Train staff on the effective and secure use of organizational technology.
• Promote good practices in password management, data protection, phishing prevention, and general cybersecurity.
• Support organizational systems such as finance, administrative, or enterprise resource planning systems.
• Escalate complex technical issues and follow up until they are resolved.
• Perform other IT-related duties as assigned.

Autonomy and Decision-making:

This position is expected to work independently to complete assigned tasks.

REQUIRED SKILLS AND QUALIFICATIONS

• A bachelor’s degree or equivalent qualification in information technology, computer science, computer engineering, information systems, or a related field, with relevant practical experience.
• At least three years of relevant experience providing IT support.
• Practical experience troubleshooting computers, operating systems, office applications, networks, printers, and peripheral equipment.
• Working knowledge of Microsoft 365, including Outlook, Teams, and OneDrive.
• Experience supporting users with different levels of technical knowledge.
• Basic knowledge of information security, data backup, and access management.
• Strong problem-solving and organizational skills.
• Good verbal and written communication skills.
• Ability to prioritize and manage several support requests at the same time.
• Ability to work independently while collaborating effectively with colleagues and external service providers.
• A professional, patient, and service-oriented approach to supporting users.
• Excellent skills in critical thinking and analysis.
• Excellent organizational and interpersonal skills.
• Availability to travel in-country to support project activities.
• Fluency in English and Kiswahili is required.

ADDITIONAL PREFERRED SKILLS AND QUALIFICATIONS

• Experience providing IT support within a public health project, healthcare organization, international development program, or nonprofit organization.
• Familiarity with the technology and data-protection requirements of donor-funded health programs.
• Experience managing an IT help desk or service-request system.
• Experience supporting staff across multiple offices or remote locations.
• Knowledge of server administration, network security, cloud services, or organizational information systems.
• Experience training staff in the use of IT tools.
• Experience supporting users of electronic health or health-program information systems.
• Familiarity with Tanzanian health-related electronic information systems and applications such as CTC2, CTC3, CTC Analytics, DHIS2, and/or the PEPFAR Monthly Portal.

WORK LOCATION

This position is based at the Global Programs Office in Dar es Salaam.

TRAVEL REQUIREMENTS

This position may be required to travel to support field activities.

• Comply with Global Programs administrative policies and procedures.
• Making copies, printing, and scanning of documents as needed.
• Filling and submitting administrative documents including timesheets, leave forms, advance request forms, and documents related to travel expenses.
• Prepare presentations, reports, and other IT related sessions based on Global Programs activities.
• Communicate with donors under guidance from the Technical Director or Country Representative.
• Provide IT training as needed.
• Serve as a Global Programs representative for meetings and conferences (e.g., meetings with stakeholders from PEPFAR, donors, MoH, IPs, etc.).
• Provide timely technical support to staff using desktops, laptops, printers, scanners, mobile devices, and other IT equipment.
• Install, configure, maintain, and troubleshoot computer hardware, operating systems, and software.
• Set up user accounts, email, Microsoft 365 applications, Teams, OneDrive, and other organizational systems.
• Manage office network connectivity, including LAN, WLAN, Wi-Fi, routers, switches, firewalls, and internet services.
• Monitor internet performance and coordinate with service providers to resolve connectivity problems.
• Support video- and audio-conferencing equipment and virtual meetings.
• Implement routine data backup, device security, antivirus protection, software updates, and access-control measures.
• Support the procurement, configuration, assignment, and secure disposal of IT equipment.
• Managing equipment and software-licence procurement for NASHCoP and ZIHHTLP.
• Coordinating requirements, quotations, vendors, approvals, purchasing, delivery, configuration, handover, and disposal.
• Provide routine server administration and technical support for CTC2 and other organizational systems, including monitoring, backups, security, troubleshooting, documentation, and coordination with developers or technical specialists on systems architecture issues.
• Maintaining procurement records and tracking equipment, licences, warranties, renewals, assignments, and other technology assets.
• Coordinate with IT vendors and service providers when specialized support is required.
• Prepare and maintain documentation for IT systems, configurations, procedures, and changes.
• Train staff on the effective and secure use of organizational technology.
• Promote good practices in password management, data protection, phishing prevention, and general cybersecurity.
• Support organizational systems such as finance, administrative, or enterprise resource planning systems.
• Escalate complex technical issues and follow up until they are resolved.
• Perform other IT-related duties as assigned.

• Troubleshooting computers, operating systems, office applications, networks, printers, and peripheral equipment.
• Working knowledge of Microsoft 365, including Outlook, Teams, and OneDrive.
• Supporting users with different levels of technical knowledge.
• Basic knowledge of information security, data backup, and access management.
• Strong problem-solving and organizational skills.
• Good verbal and written communication skills.
• Ability to prioritize and manage several support requests at the same time.
• Ability to work independently while collaborating effectively with colleagues and external service providers.
• A professional, patient, and service-oriented approach to supporting users.
• Excellent skills in critical thinking and analysis.
• Excellent organizational and interpersonal skills.
• Fluency in English and Kiswahili.

• A bachelor’s degree or equivalent qualification in information technology, computer science, computer engineering, information systems, or a related field, with relevant practical experience.
• At least three years of relevant experience providing IT support.
• Experience providing IT support within a public health project, healthcare organization, international development program, or nonprofit organization.
• Familiarity with the technology and data-protection requirements of donor-funded health programs.
• Experience managing an IT help desk or service-request system.
• Experience supporting staff across multiple offices or remote locations.
• Knowledge of server administration, network security, cloud services, or organizational information systems.
• Experience training staff in the use of IT tools.
• Experience supporting users of electronic health or health-program information systems.
• Familiarity with Tanzanian health-related electronic information systems and applications such as CTC2, CTC3, CTC Analytics, DHIS2, and/or the PEPFAR Monthly Portal.