Job Purpose

• The candidate will provide support to the IT department in planning, coordinating, and maintaining the functionality of all relevant IT infrastructure to support manpower and productivity in all departments. The incumbent will also support the Analyst, IS as a medium between the client’s Kenya, EMEA, and Corporate IT teams in deploying and improving the management information system for the Kenya market.

Key Responsibilities

IT Support & Troubleshooting

• Provide IT functionality support to staff and visitors.
• Liaise with the Service Desk to resolve IT-related issues.
• Troubleshoot software, hardware, and operating system issues.
• Liaise with external contacts to resolve network and other IT-related issues.

Hardware & Equipment Maintenance

• Perform routine maintenance for desktop computers, laptops, printers, and peripherals.
• Install, maintain, and troubleshoot audio-visual equipment such as projectors and video conferencing tools.
• Record and maintain an inventory of hardware, software, and licensing.
• Liaise with service providers to maintain and keep IT equipment in good condition.

Systems Administration

• Update and add users to shared equipment and systems.
• Make requisitions, print, activate, and deactivate staff access cards.
• Track and monitor the usage of IT consumables and make requisitions at re-order level.

Project & Meeting Support

• Provide IT support for projects and daily operational meetings when necessary.

Other Duties

• Perform other duties as assigned.

Qualification and Experience

Education

• Bachelor’s Degree in Computer Science, Management Information Systems, or a related field.

Experience

• 1–2 years relevant working experience with increasing levels of responsibility is desired.
• Minimum 1 year experience supporting users in a client-server networking environment.
• Minimum 1 year Help Desk experience or equivalent support format.

Technical Skills

• Knowledge of a broad range of relevant multi-user computer systems, applications, and/or equipment.
• Knowledge of current technological developments and trends in area of expertise.
• Knowledge of computer security procedures and protocol.
• Knowledge of federal copyright laws as they pertain to the use of computer software.
• Knowledge of procurement rules and regulations.

Core Competencies

• Knowledge of customer service standards and procedures.
• Ability to work with functional groups and different levels of employees to effectively and professionally achieve business results.
• Strong follow-up skills; ability to organize applicable department timelines and follow up with internal and external customer needs.
• Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively.
• Strong organizational skills; ability to accomplish multiple tasks within agreed-upon timeframes through effective prioritization in a fast-paced environment.
• Strong track record of building and maintaining solid relationships with both internal and external customers and vendors.
• Self-motivated, able to work both independently to complete tasks and respond to department requests, as well as collaborating with others to utilize resources and knowledge in identifying high-quality solutions.