IT Associate - Kenya (Six Months Fixed Term)- Garissa at Village Enterprise

The IT Associate will support the IT infrastructure, systems, and users at Village Enterprise. The role focuses on ensuring smooth day-to-day operations of IT services, providing technical support to staff, and maintaining hardware and software resources. The IT Associate will work closely with the IT coordinator and the entire Technology Solutions Team to implement IT solutions that enhance organizational efficiency.

Responsibilities

Technical Support & Troubleshooting:

• Provide first-level technical support to staff, including hardware, software, and network issues.
• Diagnose and resolve technical problems for laptops, desktops, tablets, printers, and other peripherals.
• Respond to and resolve helpdesk tickets in a timely manner.

Network Administration & Maintenance:

• Assist in configuring and maintaining local area networks (LAN) and wireless networks.
• Monitor network performance and security, ensuring reliable connectivity.
• Support network troubleshooting and escalation when necessary.

Hardware & Software Management:

• Install, configure, and maintain operating systems and software applications.
• Manage hardware inventory, distribution, and maintenance.
• Ensure all devices are updated with the latest security patches and antivirus software.

IT Documentation & Reporting:

• Maintain accurate documentation of IT assets, configurations, and system changes.
• Provide regular reports on IT issues, incidents, and resolutions.

Training & User Support:

• Conduct basic IT training sessions for staff on software use, security practices, and IT policies.
• Create user-friendly guides and documentation for common IT tasks and tools.

Data Security & Backup:

• Support data backup procedures and disaster recovery plans.
• Implement and monitor data protection protocols to ensure data privacy and security.

Innovation & Improvement:

• Assist in evaluating and implementing new technologies to enhance operational efficiency.
• Propose process improvements and contribute to IT strategy development.

Key Performance Indicators

• Helpdesk Response Time:
• Average time to respond to and resolve support tickets.
• System Uptime:
• Percentage of time critical systems and networks are operational.
• Asset Management:
• Accuracy of hardware and software inventory records.
• User Satisfaction:
• Feedback from staff on the quality of IT support and training sessions.
• Compliance & Security:
• Number of security incidents reported and resolved.
• Training Effectiveness:
• Percentage of staff completing IT training and demonstrating improved knowledge.
• Project Delivery:
• Timeliness and success in implementing IT projects and upgrades.
• Safeguarding: "Safeguarding at VE is everyone’s responsibility"
• Safeguarding is everyone's responsibility at VE, and it begins with me
• Continuously sensitize program participants on safeguarding.
• Ensure compliance with VE’s safeguarding policies
• Report any incident of safeguarding in program operations for appropriate action/follow up.

Requirements

Qualifications & Requirements:

• Bachelor’s degree/ Diploma in Information Technology, Computer Science, or related field. Equivalent work experience may be considered.
• 2 years in IT support or a similar role, preferably in a non-profit or rural setting.
• Experience with Windows and android systems, Microsoft Office 365, and Mobile Device Management tools.
• Strong knowledge of hardware maintenance and software troubleshooting
• Familiarity with cloud-based solutions and data management tools.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a diverse team