Latest Job at International Rescue Committee

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Helpdesk Support Technician

Major Responsibilities

  • Customer Service and Communication
  • Professionally, respectfully and effectively represents IT Team members, and IRC services to the users. 
  • Keep accurate notes of issues and troubleshooting steps taken within our ticketing system.
  • Take ownership of incidents assigned to ensure issue resolution and user satisfaction.
  • Adhere to internal audit responsibility policies and procedures and communicate the same to the end-users.
  • Technical Skills – Level I Help Desk Support
  • Provide Tier 1 & 2 help desk support for technical assistance in person, via phone chat using ServiceNow ticketing system, and follow up with customers and users to ensure complete resolution of issues
  • Configure, deploy, maintain, troubleshoot and support Windows 10 and PCs Macintosh workstations and, laptops, printers, mobile devices, phones and other computer and telecommunications equipment. 
  • Create and maintain user accounts in AD Manager and O365 (user, computer, security objects). 
  • Filter HelpDesk calls and provide support and troubleshooting, such as password resets, toner replacement, break/fix, and escalation to higher level support. 
  • Follow standard help desk procedures, apply knowledgebase to problems and provide assistance to users: problem identification, instruction, and resolution of problems.
  • Install anti-virus software and ensure virus definitions are up-to-date.
  • Perform post-resolution follow ups with end user and team members as required.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems; alert management to emerging trends in incidents, identify and escalate situations requiring urgent attention.
  • Perform other duties as required.
  •  Administrative Tasks & Record Keeping
  • Validate and create knowledgebase articles and user documentation.
  • Assign tickets and monitor/attend to the unassigned queue(s) in ticketing system.
  • System administration and maintenance.
  • Close tickets within established service levels.

 Key Working Relationships

  • Position Reports to:  Senior Manager Service Desk
  • Position directly supervises:  N/A

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Indirect Reporting: 

  • Team Leads
  • Other Internal and/or external contacts: The technician will work independently and in a team setting is on daily bases. He/she/they will interact with vendors    as needed. 
  • Internal: Team Leads, Technicians, System Engineer, Desktop Engineer, Network Engineers, Knowledgebase Manager
  • External:  Vendors: Phone vendor, Printer Vendor, MAC support, Microsoft Support, and other as needed.

Job Requirements 

 Education: College degree or equivalent certification

Work Experience:  

  • 1-3 years of experience in help desk/desktop support position
  • Experience with Active Directory, and O365, Azure and SCCM
  • Excellent communication skills – both written and verbal
  • Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and networking equipment
  • Experience with Microsoft and MAC Operating Systems
  • Working knowledge of a range of software and hardware diagnostic tools.
  • Experience working with ITIL, and service desk best practices.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
  • Strong documentation skills.
  • A genuine desire to patiently help others solve technical issues
  • Microsoft Visual Studio a plus
  •  Certificates or Licenses: A+ Certification, SCCM, ITIL
  •  Working Environment:  The position will work in the Nairobi and is expected to be on-site and flexible to remote working. Standard office work environment.
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