IDI received a five-year (Oct 2021 – Oct 2026) transition award entitled USAID Local Partner Health Services-TB Activity. The purpose of the award is to increase TB case detection and treatment success in Uganda to 90% of all cases and thus contribute to the reduction of Uganda’s TB burden by 2026. IDI works through technical assistance to the Ministry of Health’s National TB & Leprosy Program (NTLP), the three urban districts of Kampala, Mukono, Wakiso, all districts in the Karamoja Region, and Regional Referral Hospitals to increase the availability, accessibility, and utilization of integrated TB, TB/HIV and MDR-TB services.
The LabXpert User Support technican will be responsible for understanding our systems, providing technical support to system users, delivering training sessions, and troubleshooting issues remotely. This role requires excellent problem-solving skills, a proactive attitude, and the ability to communicate effectively with users at all levels.

Key Responsibilities
• Study and understand the LabXpertDS to provide effective support.
• Respond to and resolve user inquiries and issues in a timely manner.
• Deliver training sessions to system users to improve their understanding and efficient use of the system.
• Provide remote troubleshooting and technical support to users via phone, email, or other communication platforms.
• Assist in system maintenance and perform necessary updates and configurations.
• Collaborate with other team members to ensure all IT issues are addressed and resolved efficiently.
• Document user issues, solutions, and troubleshooting steps for future reference.
• Identify recurring issues and suggest improvements to enhance system performance and user experience.

Academic Qualifications
• Bachelor’s degree in Information technology, Computer Science or related field

Person Specification
• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Proven experience as a technical support officer or in a similar role.
• Strong problem-solving skills with the ability to troubleshoot technical issues effectively.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Experience with remote support tools and IT troubleshooting techniques.
• Strong customer service orientation.
• Ability to conduct user training sessions effectively
• Familiarity with the specific systems used for reporting in health sector.
• Experience in creating user documentation and manuals.
• Knowledge of network configurations and basic IT infrastructure.