Organization Name: Elizabeth Glaser Pediatric AIDS Foundation
Location: Lilongwe, Malawi
Eligible Citizenship: Malawi
Role Code: M05-Nat

Role Overview

The Health Information Systems (HIS) Help Desk Officer will support logging and resolving all Electronic Medical Records issues as they occur in health facilities. Under the leadership and supervision of the HIS Implementation Manager, the Officer will disseminate relevant reports to all stakeholders for decision making.


  • Log all electronic medical records issues as they occur in facilities
  • Monitor and respond effectively and quickly to requests received via the help desk 
  • Provide first line support and respond to user needs and queries in a timely and resolute manner 
  • Prioritize and identify technicians to address the issues in facilities
  • Close the issues and update status and weekly progress of issues from sites
  • Keep and maintain a version log of all systems in facilities
  • Walk users through the functions and operations of software when required
  • Help the development teams incorporating upgrades or updates based on customer feedback that will improve the user experience
  • Provide technical support or assistance for incoming issues and concerns related to hardware, software and systems
  • Work through the process of reporting and following up issues with clients and encouraging them to use the help desk 
  • Disseminate reports to stakeholders

Skills and Experience

Items indicated with an asterisk (*) are required
  • Bachelor’s degree in computer science, information technology or related field*
  • At least two years of experience in a technical capacity supporting an enterprise systems infrastructure*  
  • Experience in system support, monitoring and tracking tools* 
  • Effective oral and written communication skills, as evidenced by conducting trainings or presentations, writing reports or summaries, etc.*
  • Working experience in at least one of the following areas: use of Docker for deployment, MySQL database, EMRs, use of a repository for installation, use of web server, and/or use of a Help Desk system
  • Cisco or a Microsoft Certification 
  • Experience in software development
  • Ability to work in a fast-paced environment under tight deadlines while producing quality content
  • Strong organizational, interpersonal, oral and written communication skills 
  • Experience working effectively in a multidisciplinary environment
  • Ability to work independently as well as within a team setting
  • Highly organized, meticulous and reliable
  • Capable of understanding user problems and addressing them in a polite and prompt manner
  • Comfortable working independently and developing new procedures and systems

About the Organization

The Elizabeth Glaser Pediatric AIDS Foundation (EGPAF) is a global leader in the fight to eliminate AIDS. With over 30 years of experience, EGPAF has provided support to more than 6,000 sites in 13 African countries and India and has been a key partner for ministries of health in sub-Saharan Africa for over two decades. In Malawi, EGPAF has worked hand-in-hand with the Ministry of Health (MOH) for over 12 years. EGPAF is a cornerstone in HIV care and treatment program implementation and today supports 179 sites across 9 districts with comprehensive HIV services. 

Malawi has made tremendous progress towards the 95-95-95 targets but is yet to reach epidemic control, as between 30,000-40,000 new HIV infections still occur each year. Malawi has approximately one million people living with HIV (9.2%), about 920,226 of whom are receiving antiretroviral therapy (ART).  By the end of 2020, 88% of people living with HIV (PLHIV) knew their status, 98% were on treatment and 97% were virally suppressed. (MPHIA, 2020). Realizing that Malawi is at an important inflection point in its HIV response the Government of Malawi has prioritized electronic medical record deployment in collaboration with the US CDC, the Global Fund to Fight AIDS, Tuberculosis and Malaria and other stakeholders.

Role Function: Database Management, eHealth / eLearning / mHealth, Technology / Software Development
Issue Area: Health System Strengthening, HIV / AIDS, Technology for Health

Stipend, Benefits, and Logistics

Click here to learn about the stipend, benefits, and logistics associated with the GHC fellowship.

Note: these vary depending on placement country and citizenship.

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