Position Description 

• The IT Assistant will play a crucial role within the Kenya Primary Literacy Programme (KPLP) team, offering essential IT support services both at the headquarters and regional offices. This position involves assisting in the setup, operation, and maintenance of IT infrastructure, providing support for office IT systems, and contributing to troubleshooting efforts related to IT and network issues. The IT Assistant will work in close collaboration with Home Office support and Home Office Help Desk. This position reports to the IT Officer and will be based in Nairobi. 

The IT Assistant’s responsibilities will include but are not limited to: 

• Field incoming help requests from project staff via both telephone and e-mail in a courteous manner. 


• Provide in-person and virtual support and troubleshooting problems for all staff in the Nairobi and regional offices. 


• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. 


• Establish strong working relationships and effectively gather problem specifics from project staff requiring IT assistance. 


• Prioritize and schedule problem requests. 


• Apply diagnostic utilities to aid in troubleshooting. 


• Identify and learn appropriate software and hardware used and supported by the project. 


• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications according to Home Office specifications. 


• Support network administration in the regional offices. 

Qualifications

The candidate for the position of IT Assistant shall have at a minimum the following qualifications:  

Education: 

• Secondary education and vocational training is required. 

Skills and Experience: 

• A minimum of 2-3 years of IT experience is required. 


• Experience working with PC and Mac computers. 


• Experience with a wide-array of software, especially MS Word and MS Excel.   


• Must be detail-oriented and organized. 


• Must be able to work within a cross cultural setting, negotiate diplomatically, and function well under pressure. 


• Excellent people skills at all levels, cultural sensitivity, ability to work well under pressure, and the ability to work well in a multicultural and multi-disciplinary work environment. 


• Willingness to travel regions covered by the project if necessary. 

Language: 

• Fluency in oral and written English is required. Fluency in Kiswahili is highly desired.  

Other: 

• Applicants must be Kenyan nationals or hold current work authorization.