IT Assistant

Purpose of the role  

• The IT Assistant keeps RefuSHE's computers, network, phones and systems working, secure and available, so staff can work without interruption. The role gives day-to-day technical support to staff, looks after IT equipment and user accounts, and helps protect the sensitive data RefuSHE holds about the girls, young women and families it serves.  

Key responsibilities  

• Give first-line IT support to staff in person, by phone and remotely, and log and resolve requests on time.  
• Set up, configure and maintain laptops, desktops, printers, phones, projectors and other IT equipment.  
• Install, update and support operating systems, software and approved applications.  
• Set up and manage user accounts, email, passwords and access rights for new, moving and departing staff.  
• Look after the office network, Wi-Fi, internet connection and routers, and follow up with internet service providers when there are problems.  
• Make sure antivirus, security updates and backups are in place and working.  
• Help protect data and systems by applying IT security policies and spotting and reporting phishing, viruses or data breaches.  
• Train staff on IT basics, safe use of systems, password security and data protection.  
• Keep an up-to-date IT asset register, including serial numbers, users and condition, and help with asset checks.  
• Prepare equipment for new staff and recover and wipe equipment from departing staff.  
• Set up IT equipment and audio-visual support for meetings, trainings and events, including online meetings.  
• Advise on IT purchases and prepare specifications for new equipment, working with the procurement team.  
• Manage IT supplier and service contracts, such as internet, software licences and repairs, and track renewal dates.  
• Keep simple records of IT support requests, problems and fixes.  
• Escalate complex problems to the supervisor or external IT service providers.  
• Carry out other related duties assigned by the supervisor.  

Qualifications  

• A diploma or degree in Information Technology, Computer Science or a related field.  
• At least 2 years of experience in IT support, ideally in an NGO or office setting.  
• Hands-on experience with Windows and macOS, Microsoft 365 or Google Workspace, and common office software.  
• Able to set up and troubleshoot laptops, printers, phones, local networks and Wi-Fi.  
• Basic knowledge of IT security, backups and antivirus tools.  
• Knowledge of data protection principles and the Kenya Data Protection Act, 2019.  
• Certifications such as CompTIA A+, Network+ or Microsoft 365 are an advantage.  
• Good communication skills and patient when helping staff with different levels of IT skill.  
• Well organised, with good record-keeping.  
• Honest, discreet and able to handle confidential information.  
• Fluent spoken and written English and Kiswahili.  
• Committed to gender equality, inclusion and safeguarding.