Helpdesk and User Support Technician Full Time NEW

Project Background:
Palladium is implementing the USAID-funded Translating Data for Implementation (Data.FI) award. Data.FI is a $180 million project which serves as USAID’s primary mechanism for data, technology, and health information systems to support HIV activities across strategic PEPFAR countries.  Data.FI is part of a suite of large-scale global HIV programs that USAID has awarded and represents the next generation of HIV/AIDS programs. Data.FI plays a key role in USAID’s goals of helping partner countries on their Journey to Self-Reliance and transitioning local organizations to prime recipients of USG funding.

The overall goal of the Data.FI project is to improve global, regional, and national in-depth analyses of HIV epidemiologic and program data that can be directly applied to expedite the achievement of PEPFAR targets to attain and sustain control of the HIV epidemic.  The focus also includes directly supporting host country governments and implementing partners to further enhance existing health information system platforms to inform management responses to well-defined gaps in HIV/AIDS programming.  In order to ensure rapid access to high quality data, Data.FI works towards: accelerating data utilization to rapidly course correct and take to scale cost-effective and impactful activities, models and approaches required to attain and maintain HIV epidemic control; scaling and optimizing in-country health information system capabilities to collect, exchange, adapt, govern, and visualize information in order to track the attainment and maintenance of HIV epidemic control; and supporting the transition of prime funding and implementation to capable local partners.

Position Summary: 
The Helpdesk and User Support Technician provides frontline technical support to users of Ethiopia’s digital health systems, troubleshooting software, hardware, and connectivity issues. This role ensures timely resolution of user problems, enhances system usability, and collects feedback to inform continuous service improvement.  

Primary Duties and Responsibilities: 

• Respond promptly to user inquiries via phone, email, or in-person support.
• Troubleshoot and resolve common technical issues related to digital health platforms.
• Escalate complex problems to appropriate technical teams or vendors.
• Maintain logs of user issues, resolutions, and support metrics.
• Assist with user onboarding, account management, and password resets.
• Participate in system updates, testing, and user communication campaigns.

Required Qualifications:

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field.
• At least 2 years’ experience in IT helpdesk or user support roles.
• Familiarity with digital health systems, Windows/Linux OS, and basic networking.
• Strong customer service, communication, and problem-solving skills.

How To Apply

Equity, Diversity & Inclusion - Palladium is committed to embedding equity, diversity, and inclusion into everything we do. We welcome applications from all sections of society and actively encourage diversity to drive innovation, creativity, success, and good practice. We positively welcome and seek to ensure we achieve diversity in our workforce; and that all job applicants and employees receive equal and fair treatment regardless of their background or personal characteristics. These include: (but are not limited to) socio-economic background, age, race, gender identity and expression, religion, ethnicity, sexual orientation, disability, nationality, veteran, marital or Indigenous status.   

Should you require any adjustments or accommodation to be made due to a disability, or you are a neurodivergent individual or for any other circumstance, please email our team at accessibility@thepalladiumgroup.com and we will be in touch to discuss.   

Safeguarding – We define Safeguarding as “the preventative action taken by Palladium to protect our people, clients and the communities we work with from harm”. We are committed to ensuring that all children and adults who come into contact with Palladium are treated with respect and are free from abuse.  All successful candidates will be subject to an enhanced selection process including safeguarding-focused interviews and a rigorous due diligence process.