Senior Helpdesk Technician at IRC

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Job Id: req56346
Location: Nairobi, Nairobi Municipality, Kenya
Country: Kenya
Category: Operations & Administration Support
Employee Category: Regular
Job Type: Full Time
Work Arrangement: In-person
Open To Expatriates: No
Compensation: Monthly (Kenyan Shilling)

Background/IRC Summary:

The International Rescue Committee (IRC) is a humanitarian organization that provides relief in conflict and disaster-stricken areas around the world. The IRC is committed to improving health, safety, education, and economic wellbeing for people devastated by crises.

Job Overview/Summary:

The Senior Helpdesk Technician is the first point of contact for users contacting the IRC Service Desk. This position handles complex technical issues, provides mentorship to junior technicians, and ensures a high level of customer service. The technician is responsible for escalating unresolved problems to higher support tiers and implementing projects to improve processes.

Major Responsibilities:

Customer Service and Communication:

Effectively communicate technical terms and IRC IT policies to end users in a user-friendly manner.
Deliver excellent customer service across all levels of the organization.
Provide technical advice and mentorship on user problems.
Perform root cause analysis of issues and provide solutions based on established procedures.

Technical Skills:

Manage, configure, and assist with end-user devices and infrastructure.
Support equipment, software, and connectivity for Windows workstations, PDAs, PCs, Macintosh, printers, LAN, AV, video conferencing, and telephones.
Provide Level 2 assistance, resolving issues via phone and in-person.
Implement fixes for software and hardware problems.
Evaluate and propose innovative technological solutions.

Administrative Tasks & Record Keeping:

Create and verify knowledgebase articles and user documentation.
Monitor the ServiceNow ticket system, analyze trends, and manage queues.
Log journal entries documenting actions taken on all ticket requests.
Ensure incidents and requests are handled professionally and within Service Level Agreements (SLAs).
Monitor service request/incident trends for proactive resolution.

Mentoring:

Mentor and supervise less-experienced staff, supporting their technical development.
Provide feedback and participate in performance reviews for team members.

Key Working Relationships:

Reports to: Service Desk Team Lead
Supervises: Junior Technicians
Internal Contacts: Team Leads, Technicians, System Engineer, Desktop Engineer, Network Engineers, Knowledgebase Manager.
External Contacts: Vendors (Phone vendor, Printer Vendor, MAC support, Microsoft Support).

Job Requirements:

Education:

College degree or equivalent certification.

Work Experience:

Experience in a service desk environment with technical expertise in troubleshooting and resolving complex issues.
Ability to mentor and lead less-experienced technicians.

Certificates or Licenses:

A+ Certification
SCCM
ITIL

Skills:

Experience with Windows 10, Windows 11, Active Directory, ADManager Plus, PowerShell, TCP/IP, DNS, DHCP, VPN.
Familiarity with Office 365, Sophos, Proofpoint, MS phone, MS Intune Management.

Working Environment:

The position is based in Nairobi and will be on-site.
The role requires the ability to work in shifts.

Commitment to Diversity and Inclusion:

IRC is committed to creating a diverse and inclusive work environment. They do not tolerate discrimination or harassment and aim to increase the representation of under-represented communities.

You can learn more and apply through the official IRC job page here.

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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.