International Rescue Committee (IRC)
Helpdesk Technician
Sector: Information
Technology
Location: Kenya
Employee Type: Regular
Employee Category: Full Time
Background / IRC Summary: The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. At work in over 40 countries and 22 US cities.
Job Overview / Summary: Global Service Desk is looking for detailed, and serf-motivated candidate to join multicultural, global service desk in support 5,000+ users.
Only experienced candidates with a
great analytical and problem-solving abilities, with strong customer-service
orientation, able to effectively prioritize and execute tasks in a
high-pressure environment shall apply.
Major Responsibilities:
Major Responsibilities:
- Install, configure, test, maintain, monitor,
troubleshoot and resolved technical problems; respond to telephone calls,
emails and user request for technical request utilizing ServiceNow
ticketing system.
- Escalate more complex calls to the relevant IT
engineer, or third-party support vendor.
- Relies on Knowledgebase and pre-established
guidelines to perform the functions of the job; research and document
solutions to newly identified problems.
- Respond to service tickets and requests for
local desktop support and remote desktop support to meet service level
agreement
- Troubleshoot and resolve hardware, software,
application, network, user access or related issues
- properly triage escalation of the complex
issues to the next level support
- manage user accounts (creation, termination,
changes)
- Accountable for the successful resolutions of
all customer requests
- Assist in managing network resources,
including access to file shares, printers, phone system)
- Implement patches and corrective actions
needed to mitigate security access
- Test and image desktops and laptops as
required
- Support audio/visual/computer equipment as
needed for conference or meeting setups
- Take ownership of user problems in order to
meet SLA.
- Maintain inventory of IT loaner computers, and
computer peripherals, and toners.
Job Requirements:
Formal Education & Certification
Formal Education & Certification
- 3+ years of related experience assisting end
users in helpdesk or desktop support environment
- Experience with AD, O365, MS Office 2013,
remote tools, Windows 7 (80%) and MAC environment (20%)
- Strong written and oral communication skills.
- Ability to present ideas in user-friendly
language.
- Lifting and transporting of heavy to
moderately heavy objects, such as computers and peripherals.
- Microsoft certification and computer related
classes are big plus
The IRC and IRC workers must adhere
to the values and principles outlined in IRC Way - Standards for Professional
Conduct. These are Integrity, Service, and Accountability. In
accordance with these values, the IRC operates and enforces policies on
Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti
Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.
IRC et les employés de IRC doivent adhérer aux valeurs et principes contenus dans le IRC WAY (normes de conduite professionnelle). Ce sont l’Intégrité, le Service, et la Responsabilité. En conformité avec ces valeurs, IRC opère et fait respecter les politiques sur la protection des bénéficiaires contre l’exploitation et les abus, la protection de l’enfant, le harcèlement sur les lieux de travail, l’intégrité financière, et les représailles.
IRC leading the way from harm to home.
IRC et les employés de IRC doivent adhérer aux valeurs et principes contenus dans le IRC WAY (normes de conduite professionnelle). Ce sont l’Intégrité, le Service, et la Responsabilité. En conformité avec ces valeurs, IRC opère et fait respecter les politiques sur la protection des bénéficiaires contre l’exploitation et les abus, la protection de l’enfant, le harcèlement sur les lieux de travail, l’intégrité financière, et les représailles.
IRC leading the way from harm to home.
How to Apply
CLICK
HERE to apply online
IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis
of merit without regard to race, sex, color, national origin, religion, sexual
orientation, age, marital status, veteran status, disability or any other
characteristic protected by applicable law.
If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time. Please contact Talent Acquisitions at IRC.Recruitment@rescue.org. As required by law, the IRC will provide reasonable accommodations to qualified applicants and employees with a known disability.
If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time. Please contact Talent Acquisitions at IRC.Recruitment@rescue.org. As required by law, the IRC will provide reasonable accommodations to qualified applicants and employees with a known disability.
