About the Job

Job Title: IT Support and Helpdesk Coordinator

Company: Washington Healthcare PLC

Reports To: IT Manager

Location: Addis Ababa (Office-based)

Employment Type: Full-time

Job Summary

The IT Support and Helpdesk Coordinator manages the hospital’s IT helpdesk operations and end-user support services to ensure timely resolution of technical issues affecting clinical, administrative, and business operations. This role oversees first- and second-line technical support, service desk ticketing, IT asset deployment, user access management, and team supervision to minimize operational disruptions in a 24/7 healthcare environment.

Key Responsibilities

• Helpdesk Operations: Coordinate daily helpdesk workflows. Receive, prioritize, assign, and track technical support requests via the service desk platform while maintaining strict adherence to Service Level Agreements (SLAs).

• End-User Technical Support: Deliver first- and second-level troubleshooting for hardware, Windows operating systems, network connectivity, printers, and peripheral equipment. Assist staff using the Hospital Information System (HIS), Electronic Medical Records (EMR), Microsoft 365, and internal ERP software.

• User Access & Security: Manage the full lifecycle of user accounts (creation, updates, deactivation). Administer password resets and coordinate with the IT Security Manager to enforce secure access protocols.

• IT Asset Lifecycle Management: Coordinate the tagging, inventory tracking, deployment, preventive maintenance, and recovery of computers, printers, software licenses, and related accessories.

• Team Leadership: Supervise, schedule, and mentor IT Support Officers and Helpdesk Technicians. Foster accountability and monitor metrics like response times, resolution rates, and ticket backlogs.

• Training & Documentation: Build clear user guides, FAQs, and onboarding documentation. Lead orientation sessions for new hires focusing on corporate IT policies and basic cybersecurity awareness.

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About You

Required Minimum Qualifications

• Education: Bachelor’s Degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a closely related technical field.

• Experience: Minimum of four (4) years of progressive professional experience in IT support, helpdesk operations, desktop support, or systems administration.

• Leadership Track: At least one (1) year of experience operating in a supervisory, team lead, or coordinator role.

• Industry Preference: Prior experience managing IT infrastructure or operations within a hospital, clinic, or highly regulated healthcare facility is strongly preferred.

Technical Knowledge & Professional Skills

• Core Systems: Strong understanding of IT Service Management (ITSM) frameworks, Windows desktop architecture, Active Directory, endpoint management, and deployment workflows.

• Analytical Capabilities: Sharp diagnostic and troubleshooting skills to trace down network, hardware, or software faults under pressure.

• Soft Skills: Exceptional customer service, time management, and interpersonal communication skills. Able to translate complex technical issues into clear instructions for non-technical staff.

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Job Details & How to Apply

• Location Type: Office-based (Addis Ababa)

• Career Level: Mid Level (3-5 years) / Coordinator

• Number of People Required: 1

• Deadline: July 24th, 2026

How To Apply:

Interested applicants must submit their application documents online via EthioJobs. You can apply directly by clicking the official vacancy link below:

https://ethiojobs.net/job/RKylnlKAS7-it-support-and-helpdesk-coordinator