IT Help Desk Intern at Justice Defenders

Job Summary

The IT department supports the organization’s work by providing reliable and scalable  systems and infrastructure for all Justice Defenders offices/stations in the UK, USA,  Gambia, Kenya, and Uganda. 

The IT Help desk intern will be primarily responsible for providing Level One support to internal users on their usage of IT infrastructure (Software and Hardware). The incumbent will handle direct queries from staff and field offices, including installation and configuration of computer systems, diagnosis of hardware and software faults, and solving technical problems either over the phone or in person. He/she will escalate any issues they are not able to handle to the IT Officer. 

‍Key Roles and Responsibilities

• Provide Tier 1 & 2 help desk support for technical assistance in person or over the phone and follow up with end-users to ensure resolution of issues. 
• Install and configure computer hardware, software, antivirus, systems, networks, printers, and scanners. 
• Configure, maintain, troubleshoot, and install operating systems to PCs, laptops, and desktops. 
• Troubleshoot and replace parts for IT equipment including PCs, Printers, Scanners, and Laptops. 
• Filter Helpdesk requests and provide support and troubleshooting, such as password resets, toner replacement, break/fix, and escalate to higher level support. 
•  Document IT queries arising from staff and field offices in line with the IT preventive maintenance activities and recommend IT assets for disposal.
•  Perform other duties as required. 

‍Qualifications and requirements 

• Have a bachelor’s degree in Information Technology, Computer Science,  Software Engineering, or a related field. 
• At least 1-year of experience in IT hardware and software support.
• Proficiency in Microsoft Office productivity tools. 
• Experience in Microsoft Windows Operating system and Macs.
• Experience in IT networks, LANs, WLANs, server management, virtualization, encryption, and security. 
• Excellent interpersonal and communication skills, values-driven attitude, and a  team player. 

Personal Qualities 

• A technical, logical thought process 
• Problem-solving skills 
• An ability to stick to strict deadlines 
• A keen eye for detail