IT Assistant – Nairobi

About the role

The IT Assistant ensures RefuSHE’s computers, network, phones and systems remain operational, secure and available, enabling staff to work without interruption. The role provides day‑to‑day technical support, maintains IT equipment and user accounts, and helps protect sensitive data.

Key responsibilities

• Provide first‑line IT support in person, by phone and remotely, logging and resolving requests promptly.
• Set up, configure and maintain laptops, desktops, printers, phones, projectors and other equipment.
• Install, update and support operating systems, software and approved applications.
• Manage user accounts, email, passwords and access rights for staff changes.
• Maintain the office network, Wi‑Fi, internet connection and liaise with ISPs when issues arise.
• Ensure antivirus, security updates and backups are active and functional.
• Apply IT security policies, report phishing, viruses or data breaches.
• Train staff on basic IT use, password security and data protection.
• Keep an up‑to‑date IT asset register and assist with asset checks.
• Prepare equipment for new staff and securely wipe devices from departing staff.
• Support audio‑visual needs for meetings, trainings and online events.
• Advise on IT purchases, prepare specifications and work with procurement.
• Manage IT supplier contracts, track renewals and maintain simple support records.
• Escalate complex issues to the IT Officer or external service providers.

Required profile

• A diploma or degree in Information Technology, Computer Science or a related field.
• Minimum 2 years of IT support experience, preferably in an NGO or office environment.
• Hands‑on experience with Windows, macOS, Microsoft 365 or Google Workspace and common office software.
• Knowledge of the Kenya Data Protection Act 2019 and basic data‑protection principles.
• Good communication skills in English and Kiswahili, and ability to handle confidential information.

Required skills

• Windows operating system
• macOS operating system
• Microsoft 365 and Google Workspace
• Laptop, printer and phone setup and troubleshooting
• Local network and Wi‑Fi configuration
• IT security, antivirus tools and backup procedures
• Data protection principles and Kenya Data Protection Act knowledge
• CompTIA A+, Network+ or Microsoft 365 certification (advantageous)