IT Specialist Infectious Diseases Institute

General Summary
The Information Technology (IT) Specialist is a mid-level role, responsible for the design, implementation and operation of the ICT Infrastructure at all the Infectious Diseases Institute Ltd. Offices, as assigned by the IT Manager, Information Services department.

The IT Specialist shall take responsibility for monitoring, maintaining and supporting IDI’s entire technology infrastructure within the Mid-western region. He/she must be a diverse individual, showing broad technical, organizational, and communication skills and be capable of working individually and in a team environment.

The IT Specialist is also responsible for day to day proactive IT service management, i.e., Service support and Service delivery, at the Infectious Diseases Institute Ltd. Field offices, as assigned by the IT Manager, Information Services department.

Key Responsibilities
• Implement and test upgrades / re-designs of LANs, WANs and other components across the IDI computing infrastructure to meet IDI requirements, resolve performance bottlenecks and maintain reliability as planed and scheduled by the Senior Specialists.
• Work with service providers, System Development, Senior IT Specialists and Data Managers to resolve issues with database applications and server systems.
• Meet with relevant users to identify requirements for new infrastructure components, e.g. computing devices, additional data points etc.
• Periodically review and update processes to be followed by the Service Desk team.
• Ensure that all user requests for IT services are logged as work orders, assigned to a technician, escalated as necessary and tracked until completion and that users are kept up-to-date on status of resolution.
• Periodically obtain user feedback and comments and implement measures to enhance the quality of service offered.
• Produce regular reports about the operations of the IT Service Desk.,
• Maximize the use of hardware and software by training users; interpreting instructions; answering questions.
• Maintain system capability by testing computer components.
• Prepare reference for users by writing operating instructions.
• Maintain up-to-date records of preventive maintenance for all hardware and software components.
• Maintain historical records by documenting hardware and software changes and revisions.

Person Specification
• Good interpsersonal skills
• Self motivated
• Work long hours and outside the official time
• Problem solving and critical thinking skills