The International Rescue Committee (IRC) is hiring an IT Support Specialist to provide critical technical support to our global workforce. In this role, you will deliver Tier 1 and Tier 1.5 support, resolving incidents and requests while contributing to projects that enhance the end-user experience and service desk operations.
What You'll Do
- Provide Tier 1 and Tier 1.5 support via phone, remote, and on-site assistance, serving as a primary contact for end users.
- Diagnose and resolve routine hardware, software, and connectivity issues using established processes.
- Administer, configure, support, and troubleshoot end-user devices, including Windows and macOS workstations, mobile devices, printers, LAN, AV, and telephony systems.
- Install, configure, maintain, and support end-user infrastructure and applications, including Microsoft 365 and other business software.
- Troubleshoot VPN connectivity, network printers, email configuration, and authentication issues.
- Manage user accounts, groups, and permissions in Active Directory, Azure AD, and Microsoft 365.
- Perform workstation imaging, deployment, and configuration, and provide basic network troubleshooting (DNS, DHCP, VPN, Wi-Fi).
- Support MFA, SSO-based authentication, password recovery, and secure remote access, and assist with security-related incidents.
- Maintain accurate and timely documentation for incidents, resolutions, and asset records on ServiceNow.
- Escalate complex issues to senior specialists or third-line teams with clear technical context.
- Monitor service queues, follow up on aging tickets, and ensure professional communication with users.
- Support onboarding and offboarding activities, including account updates, access provisioning, and equipment coordination.
- Contribute to service improvements by identifying recurring issues, process gaps, and automation opportunities.
- Participate in continuous improvement initiatives and IT projects as assigned.
- Create, update, and publish technical and business-facing knowledge base articles.
- Manage IT inventory, licenses, and support records.
- Mentor and support junior team members and interns, and provide feedback for performance improvement.
What We're Looking For
- College degree or equivalent combination of education and certifications.
- Minimum of 1-3 years experience in a help desk or desktop support role.
- Strong hands-on troubleshooting and diagnostic skills and a solid understanding of desktop operating systems and enterprise applications.
- Working knowledge of Active Directory, Azure AD, Microsoft 365, and endpoint management tools.
- Ability to analyze logs, perform root-cause analysis, and apply documented solutions.
- Strong organizational skills with the ability to prioritize and multitask.
- Excellent customer service and interpersonal skills, including support for executive or VIP users.
- Strong written and verbal communication skills, with proven documentation and knowledge-sharing abilities.
- Ability to work effectively both independently and collaboratively.
Nice to Have
- CompTIA A+, Network+ certification.
- Active Directory / AD management tools experience.
- Microsoft 365, Azure AD experience.
- Endpoint management tools (Intune, SCCM) experience.
- Networking fundamentals (TCP/IP, DNS, DHCP, VPN) knowledge.
- ITIL or IT service management practices certification.
- MFA and identity management experience.
Technical Stack
- ServiceNow
- Windows, macOS
- Active Directory, Azure AD, Microsoft 365
- Endpoint management tools (Intune, SCCM)
- VPN, DNS, DHCP, Wi-Fi
- MFA, SSO
Team & Environment
You will report to Team Leads and work within a team of professionals who promote critical reflection, power sharing, debate, and objectivity.
Work Mode
This is a hybrid position based in Nairobi, Kenya.
The IRC adheres to its core values and principles outlined in the IRC Way—Integrity, Service, Equality, and Accountability—and operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. We are committed to creating a safe environment for all.
