Overall, Job Purpose

The Temporary IT Assistant will be responsible for providing support services to AERC’ s staff members through service desk issue resolution, troubleshooting various system issues affecting end user workstations, daily monitoring of systems and network performance and provide support in AERC’s plenary and workshop events. This position will be based in Nairobi, Kenya.

Duties & Responsibilities

• Provide technical support: Respond to inquiries from end-users regarding computer software, hardware, network, and peripheral equipment issues. Troubleshoot and resolve technical problems in a timely manner, escalating more complex issues to the appropriate IT personnel.
• Provide IT helpdesk support and ensuring timely and responsive operational support meeting prescribed SLA’s.
• Install and configure hardware and software: Assist in the installation, configuration, and maintenance of computer hardware, software, and peripherals. This includes setting up workstations, printers, scanners, and other IT equipment.
• Assist with System maintenance: Perform routine maintenance tasks, such as software updates, patches, and system backups. Monitor system performance, identify potential issues, and take corrective actions to minimize disruptions.
• Assist in documentation and reporting: Maintain accurate and up-to-date documentation of IT assets, procedures, and configurations. Draft reports and documentation as required by the IT team or management.
• IT inventory management: Assist in managing and maintaining an inventory of hardware, software licenses, and other IT assets.
• Training and support: Provide training and guidance to end-users on the effective and secure use of computer systems, software applications, and IT resources. Conduct user training sessions and create user-friendly documentation and guides.
• Stay up to date with technology trends: Continuously update knowledge of new technologies, trends, and best practices in the IT industry. Make recommendations for improvements and enhancements to the existing IT infrastructure and systems.
• Undertake any other duties as may be directed by the IT Specialist and IT Administrator from time to time.

Requirements

Qualification and Experience

• Bachelor’s degree in computer science, information technology or related field
• At least two (2) years of experience in software development and IT user support.

 Key Skills and Competencies

• Proven experience in providing technical support and troubleshooting in a professional environment.
• Strong knowledge of computer hardware, operating systems, software applications, and networking.
• Familiarity with Microsoft Windows and Office suite, and common business software applications.
• Basic understanding of network protocols, TCP/IP, DNS, DHCP, and VPN.
• Proficiency in troubleshooting and resolving hardware and software issues.
• Excellent communication and customer service skills.
• Ability to work independently and collaborate effectively within a team.
• Strong problem-solving skills and attention to detail.
• Ability to prioritize tasks and manage time effectively.
• Good interpersonal skills and a team player
• Ability to work independently.
• Strong integrity and ability to maintain confidentiality.
• Ability to work under pressure and meet deadlines with attention to details.