Senior Helpdesk Technician IT Job International Rescue Committee

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.
This position is currently only open to IRC employees.

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Background/IRC Summary:

IRC’s Information Technology department supports the organization by offering reliable and scalable application development and infrastructure for global clients and programs.

Job Overview/Summary:

The Senior Service Desk Technician is the first point of contact for the users who contact IRC Service Desk while providing the highest level of customer service. In a senior position, the technician is expected to work according to his expertise in complex situations, demonstrating all his knowledge. and work on implementing various projects and process improvements. They escalate unresolved problems/issues/requests to the proper tier 2 and 3 support team. The role demands a strong commitment to providing excellent support and ensuring high customer satisfaction.

Major Responsibilities:

Customer Service and Communication

• Able to effectively convey technical terms and IRC IT policies to end users in a user-friendly manner.
• Deliver outstanding customer service at every level of the organization.
• Provide technical advice and mentorship on issues involving user problems.
• Tackle problems by identifying and performing root cause analysis using established processes and procedures.

Technical Skills

• Manage, configure, and assist with end-user devices, ensuring uninterrupted operation and timely resolution of issues.
• Coordinate the implementation, installation, maintenance, and support of End User Infrastructure.
• Support equipment, software, and connectivity for Windows workstations, PDAs, PCs, Macintosh, printers, LAN, AV, video conferencing, and telephones.
• Implement known solutions to software and hardware problems and perform fixes
• Offer Level 2 assistance to users via phone and in person, identifying problems, providing instructions, and resolving issues
• Assist in the evaluation of new technologies and propose innovative solutions to meet business needs.

Administrative Tasks & Record Keeping

• Build and verify knowledgebase articles and user documentation.
• Monitor the assigned queue(s) in the ServiceNow ticket system; run reports and analyze trends, common complaints and problems.
• Log real-time written journal entries documenting actions taken on all ticket requests.
• Prioritize ticket resolution, queue management, scheduling, and resource planning in coordination with Service Desk Manager.
• Investigate and coordinate the resolution of potential and actual service problems, ensuring incidents and requests are handled within SLA in a professional, efficient, and knowledgeable manner.
• Monitor and analyze service request/incident trends, anticipating potential problems for proactive resolution in ServiceNow and providing reports as requested.

Mentoring

Mentor and supervise less-experienced staff, encouraging their technical development
Offer regular statistical and performance feedback and mentoring to team members.
Participate in Performance Management Reviews and report any problematic issues.

Key Working Relationships:

Position Reports to: Service Desk Team lead
Position directly supervises:Junior Techs

Other Internal and/or external contacts:

• The technician will work independently and in a team setting is on daily bases. They will interact with vendors as needed.
• Internal: Team Leads, Technicians, System Engineer, Desktop Engineer, Network Engineers, Knowledgebase Manager
• External: Vendors: Phone vendor, Printer Vendor, MAC support, Microsoft Support, and other as needed.

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Job Requirements:

• Education: College degree or equivalent certification
• Internal: Team Leads, Technicians, System Engineer, Desktop Engineer, Network Engineers, Knowledgebase Manager
• External: Vendors: Phone vendor, Printer Vendor, MAC support, Microsoft Support, and others as needed.
• Certificates or Licenses: A+ Certification, SCCM, ITIL
• Working Environment: The position will work in the Nairobi and is expected to be on-site. Standard office work environment. Ability to work 3 shifts.

Requirements:

• Windows 10, Windows 11, Active Directory and ADManager Plus, PowerShell, Network experience (TCP/IP, DNS, DHCP,VPN etc.), Office 365, Sophos, Proopfpoint, MS phone, MS Intune Management
• Standard of Professional Conduct:The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.
• Commitment to Gender, Equality, Diversity, and Inclusion: The IRC is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity and respect. The IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of the IRC persons in any work setting. We aim to increase the representation of women, people that are from country and communities we serve, and people who identify as races and ethnicities that are under-represented in global power structures.

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