• We are seeking a technically skilled and solution-oriented professional who is not only adept at problem-solving but also brings curiosity and innovation to the role. The ideal candidate will have strong communication skills and a collaborative mindset, someone who can help programs think outside the box, explore digital possibilities, and design practical technology solutions that enhance efficiency and impact across our operations.

Key and Responsibilities

User Support (Kenya & Tanzania)

• Provide responsive in-person and remote IT support to staff, addressing technical issues efficiently through tools such as Atera (Service desk, remote access), phone, or virtual sessions.
• Oversee maintenance and servicing of printers and related equipment, ensuring consistent availability of toner and other supplies.
• Support the setup and use of boardroom technology (Logitech devices, TV screens, and related tools) for virtual and hybrid meetings.
• Configure and deploy new laptops following the Field Office Computer Build Checklist, ensuring readiness and user satisfaction.
• Conduct orientation and training for new users on TechnoServe IT policies, procedures, and system use.

Infrastructure and Systems Administration

• Coordinate installation and configuration of new hardware and software for new and existing offices.
• Ensure all PCs and laptops are properly configured, have current antivirus and security updates, and are maintained in optimal working condition. Propose and implement corrective actions where needed.
• Maintain a secure, reliable LAN/WAN environment, ensuring minimal downtime, proper configuration, and security of both wired and wireless networks.
• Perform troubleshooting of IT issues across all offices.
• Coordinate with regional and global IT teams to support system stability, troubleshoot escalated issues, and align with organizational IT standards.

IT Policy, Security, and Compliance

• Support the implementation and maintenance of country-specific IT policies, procedures, and user manuals, ensuring adherence to TechnoServe standards.
• Manage access control systems, including onboarding new users and maintaining accurate access records.
• Maintain up-to-date inventories of all IT and communication assets, ensuring compliance with asset management policies.
• Contribute to and support digital and systems audits as directed.

Asset and Equipment Management

• Oversee Asset Tiger system administration, including user training, asset tracking, reporting, and lifecycle management.
• Ensure proper issuance, storage, and disposal of IT assets in line with policy.
• Advise on IT equipment procurement, providing clear technical specifications and conducting physical inspections upon delivery to confirm quality and compliance.

Digital Tools, Innovation, and Capacity Building

• Administer and manage Trello boards, onboard users, and train teams to use the platform effectively to enhance collaboration and workflow management.
• Serve as a member of the AI Taskforce, championing digital innovation, AI adoption, and technology-driven problem-solving across programs.
• Conduct periodic refresher training for staff on common office applications and new technologies to build digital literacy and efficiency.
• Collaborate with programs to explore and implement innovative digital solutions that address operational and programmatic challenges.

Vehicle Management

• Monitor vehicle tracking systems to ensure compliance with authorized usage and speed limits.
• Liaise with service providers to troubleshoot and resolve any issues related to vehicle tracker devices.

Qualifications and experience 

• Bachelor’s degree in computer science, Information Technology, or a related field or at least 2–3 years of hands-on experience providing IT support in a multi-office or regional environment, preferably within an NGO or similar organizational setup.
• Proven experience in troubleshooting and resolving hardware, software, and network issues in Windows-based environments at both desktop and server levels.
• Demonstrated ability to install, configure, and maintain LAN/WAN infrastructure, including routers, switches, and wireless access points.
• Familiarity with server setup, data backup, and security protocols, with a solid understanding of cybersecurity principles.
• Experience with cloud-based collaboration tools (e.g., Microsoft 365, Google Workspace, Trello, etc.) and remote support systems such as Atera.
• Practical experience managing and maintaining IT assets and inventories using digital tracking tools such as Asset Tiger.
• Technical certifications such as MCP, CompTIA A+, Network+, CCNA, or equivalent are highly desirable.
• Strong interpersonal and communication skills, with the ability to translate complex technical concepts into clear, user-friendly language.
• A curious, innovative mindset with a demonstrated interest in exploring digital transformation, automation, and AI tools to improve efficiency.
• Proven ability to work collaboratively with cross-functional teams and to support the capacity building of staff through training and knowledge sharing.
• Familiarity with and commitment to strengthening local organizational capacity and fostering self-sufficiency in IT systems management.