Overview
The IT Intern is responsible for providing timely and high-quality L1 technical support to Kenya & Madagascar staff members under the general guidance of the IT Officer.
Key Responsibilities
- Serve as a point of contact for IT support calls and ensures that they are logged into JIRA.
- Assist with the roll-out of Local IT projects.
- Provide day to day end user support on general computer applications and IT systems.
- Provide training materials and procedures, and/or train users in the proper use of hardware and software.
- Provide end user support and resolution of technical issues via email, phone, and other means of communication.
- Provide preventive and corrective maintenance of desktop, laptops computer, scanners, projectors, and network equipment.
- Cover for IT Officer when he/she is on leave or engaged with other assignments.
- Maintain and log IT issues using the in-house IT incident reporting system.
- Refer major hardware or software problems or defective products to vendors or technicians for service.
- Ensures that the IT equipment is functioning properly and escalates critical failures.
- Install and configure new machines for users.
- Serves as the direct contact for mobile data devices including support & configuration.
- Support backing up data from all computers routinely and ensure that backed up data is always secure.
- Analyse, design and develop web or mobile applications systems as per user requirements and organization standards.
- Consult with systems users to establish requirements for modifications to existing systems or deployment of new systems.
- Provide support to the deployed IT innovation and implement immediate resolution to software problems.
- Work together with broader IT teams to build T4D initiatives.
- Provide support in maintaining an assets movement tracker while ensuring the IT assets issuance and movement records are always up to date.
- Ensure that all software’s in use are appropriate and in keeping with guidelines and policies.
- Ensure all systems, configured to the required standards, and aligned to the global IT policy.
- Undertake routine and regular maintenance of computers and accessories.
Qualifications
- Degree in an area of Information Technology, Computer science (IT) or equivalent.
- Knowledge and experience in Microsoft Office 365 and Windows client & server environments.
- Understanding of SharePoint and Microsoft solution systems.
- Demonstrate familiarity with Power Automate & PowerApps.
