Senior Helpdesk Technician

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Location: Nairobi, IHUB, Kenya
Requisition ID: req56346
Employment Type: Full-Time, Regular
Open to Expatriates: No
Work Arrangement: In-person

Job Overview:
The Senior Helpdesk Technician serves as the primary contact for users seeking IT support, providing exceptional customer service and resolving complex technical issues. In this senior role, the technician will handle high-level technical problems, implement projects, and contribute to process improvements. The role involves mentoring junior staff and escalating unresolved issues to higher-tier support teams.

Key Responsibilities:

Customer Service: Effectively communicate technical information to users, deliver exceptional service, and mentor others in problem-solving and issue resolution.
Technical Skills: Manage end-user devices, software, hardware, and connectivity, offering Level 2 support, resolving issues, and evaluating new technologies.
Administrative Tasks: Manage service requests, maintain documentation, and monitor trends in service requests, ensuring timely and efficient resolution.
Mentoring: Supervise and mentor junior technicians, offering feedback and contributing to performance reviews.

Key Working Relationships:

Reports to: Service Desk Team Lead
Supervises: Junior Technicians
Works closely with: Team Leads, Engineers, and Vendors

Qualifications:

Education: College degree or equivalent certification
Experience: Expertise in Windows 10/11, Active Directory, networking, and IT support tools
Certifications: A+ Certification, SCCM, ITIL
Skills: Strong customer service, technical troubleshooting, and communication skills

To Apply: Click here to apply.

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International Rescue Committee (IRC)

ST. GEORGES HOUSE PARLIMENT ROAD 3TH FLOOR ROOM 312 B, Nairobi

The International Rescue Committee (IRC) is a global humanitarian organization dedicated to helping people whose lives and livelihoods are shattered by conflict and disaster. Founded in 1933, we work in over 40 countries and in 28 U.S. cities to provide lifesaving support and long-term solutions for refugees, displaced persons, and those affected by crises.

Our work is driven by a commitment to human dignity and the belief that every person has the right to safety, opportunity, and a better future. Through emergency relief, education, health services, and economic empowerment, we strive to restore hope and rebuild communities.

Why Choose Us?

Global Reach: We work in areas affected by conflict and disaster, providing immediate relief and rebuilding sustainable futures.
Expert Leadership: With decades of experience, we leverage our expertise to respond to the most complex humanitarian crises.
Focus on Long-Term Solutions: We don't just provide aid—we empower communities to rebuild and thrive.
Accountability and Transparency: We prioritize efficiency, ensuring that resources are used where they are needed most.

Our Mission

To provide humanitarian aid to those in need and empower individuals to rebuild their lives with dignity, safety, and opportunity.

Our Vision

A world where people affected by crisis can build a better future for themselves, their families, and their communities.

Join us in making a difference. At the International Rescue Committee, we believe that by coming together, we can help those in need not just survive, but thrive.