The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

The Information Technology department supports the organization’s work by providing reliable and scalable application development and infrastructure for the IRC’s offices in the US and around the world, including many technologically challenging locations. 

The IT Support Specialist provides global end-user IT support across regions. This role delivers Tier 1 and tier 1.5 support. The specialist resolves technical incidents, requests, tasks, supports service improvements, and contributes to projects that enhance the end-user experience and service desk operations.

Key Responsibilities

Service Delivery & Operations
•    Maintain accurate and timely documentation for incidents, resolutions, procedures, and asset records on ServiceNow
•    Escalate complex or unresolved issues to senior specialists or third-line teams with clear technical context.
•    Monitor service queues, follow up on aging tickets, and ensure timely, professional communication with users
•    Support onboarding and offboarding activities, including account updates, access provisioning, and equipment coordination as per the SOPs
•    Contribute to service improvements by identifying recurring issues, process gaps, and opportunities for automation.
•    Participate in continuous improvement initiatives and IT projects as assigned.
•    AV Support

Customer Service & Communication
•    Serve as a primary point of contact (Tier1 and Tier 1.5) for end users, providing clear, timely, and professional updates on incidents and service requests.
•    Communicate technical concepts and IT policies in a clear, service-oriented manner to non-technical users
•    Set realistic expectations regarding resolution timelines and next steps
•    Collaborate effectively with senior specialists, infrastructure teams, and vendors during escalations and issue resolution.
•    Ensure ticket documentation clearly reflects issues, troubleshooting steps, and final resolutions

Technical Responsibilities
•    Provide Tier 1 and Tier 1.5 support via phone, remote, and on-site assistance
•    Diagnose and resolve routine hardware, software, and connectivity issues using established processes
•    Administer, configure, support, and troubleshoot end-user devices
•    Install, configure, maintain, and support end-user infrastructure and applications
•    Support Windows and macOS workstations, mobile devices, printers, LAN, AV, video conferencing, and telephony systems
•    Troubleshoot Microsoft 365 applications and other business software
•    Support VPN connectivity, network printers, email configuration, and authentication issues
•    Manage user accounts, groups, and permissions in Active Directory, Azure AD, and Microsoft 365
•    Perform workstation imaging, deployment, and configuration
•    Provide basic network troubleshooting (DNS, DHCP, VPN, Wi-Fi)
•    Support MFA, SSO-based authentication, password recovery, and secure remote access
•    Assist with Security related incidents

Administrative Tasks & Documentation
•    Create, update, validate, and publish technical and business-facing knowledge base articles
•    Ensure all tickets include detailed and accurate work notes
•    Analyze incident and service request trends to support proactive problem resolution and SLA compliance
•    Manage IT inventory, licenses, and support records
•    Track incidents from initial report through resolution
•    Support queue management, prioritization, and scheduling in alignment with Service Desk leadership

Mentoring & Team Support
•    Mentor and support junior team members and interns, contributing to technical development
•    Provide feedback and coaching to support performance improvement
•    Participate in performance reviews and identify trends that may require formal problem management

Key Working Relationships
Reports to: Team Leads

Internal Contacts:
 Service Desk team members, System Engineers, Desktop Engineers, Network Engineers, Knowledge Base Manager
External Contacts:
 Technology vendors and service providers, including hardware, software, and managed service partners

Job Requirements

Education & Certifications
•    College degree or equivalent combination of education and certifications
•    Relevant certifications or experience may include:
o    CompTIA A+, Network+ certification
o    Active Directory / AD management tools
o    Microsoft 365, Azure AD
o    Endpoint management tools (Intune, SCCM)
o    Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
o    ITIL or IT service management practices certification
o    MFA and identity management

Experience & Skills
•    Minimum of 1- 3 years experience in a help desk or desktop support role
•    Strong hands-on troubleshooting and diagnostic skills
•    Solid understanding of desktop operating systems and enterprise applications
•    Working knowledge of Active Directory, Azure AD, Microsoft 365, and endpoint management tools
•    Ability to analyze logs, perform root-cause analysis, and apply documented solutions
•    Strong organizational skills with the ability to prioritize and multitask
•    Excellent customer service and interpersonal skills, including support for executive or VIP users
•    Strong written and verbal communication skills
•    Proven documentation and knowledge-sharing abilities
•    Ability to work effectively both independently and collaboratively

Working Environment:  The position will work in Nairobi, Kenya and should have the capacity to work from home with occasional visit to office. Flexibility to work shifts, including weekends.
 

PROFESSIONAL STANDARDS

All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.

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At Impactpool we do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify. Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.