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.
• 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.

Success Milestones:

First 30 Days – Orientation & Foundation

• Fully onboard and familiar with TechnoServe’s IT systems, tools, and policies.
• Builds positive working relationships with the IT team and key staff in Kenya and Tanzania.
• Successfully supports basic user requests, equipment setup, and maintenance tasks under supervision.
• Demonstrates an understanding of key operational processes, including ticketing, asset management, and system access control.

By 90 Days – Independence & Contribution

• Handles routine IT support tasks and troubleshooting independently with minimal supervision.
• Actively contributes to ongoing IT maintenance and improvement projects.
• Identifies opportunities to streamline support processes and enhance user experience.
• Demonstrates reliability and responsiveness in managing user support requests and technical issues.

By 180 Days – Ownership & Innovation

• Leads small IT improvement projects or components of larger initiatives, meeting set timelines and quality standards.
• Resolves complex technical issues efficiently, helping minimize system downtime.
• Demonstrates strong knowledge of organizational systems, networks, and digital tools.
• Actively participates in digital innovation efforts, proposing practical technology solutions to improve program operations.
• Recognized by peers and supervisors for proactive support, problem-solving, and collaborative communication.