Help Desk Technician (Level 1)

About the role

We are looking for a proactive Help Desk Technician (Level 1) to provide end‑to‑end technical support for desktop and laptop users in Nairobi. The role involves both on‑site and remote assistance, ensuring smooth operation of user devices and adherence to security policies.

Key responsibilities

• Provide technical support for desktop and laptop hardware, software, and connectivity issues.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks.
• Manage the full lifecycle of desktop devices, including configuration, patching, OS imaging, and hardware replacements.
• Use SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Install, update, and patch approved software in line with IT policies.
• Deliver remote and deskside support for MS Office, Outlook, VPN clients, and other EUC tools.
• Enforce security protocols, antivirus monitoring, and desktop policy compliance.
• Provide VIP support and act as primary onsite contact during critical escalations.
• Support printers, scanners, and peripheral devices, handling troubleshooting and maintenance.
• Assist with Active Directory user account management and smart‑hands tasks.
• Document incident resolutions, hardware inventory, and technical guides.
• Follow ITIL practices for incident, problem, and service request management.

Required profile

• Ability to follow ITIL processes for incident and problem management.
• Fluency in English and Swahili for user communication.
• Experience providing both remote and onsite technical support.

Required skills

• SCCM
• Microsoft Intune
• ServiceNow
• Windows operating systems
• Basic macOS device handling
• Microsoft Office suite (Word, Excel, Outlook)
• VPN client configuration
• Active Directory user management
• ITIL incident and problem management
• Remote assistance tools and EUC platforms
• Antivirus monitoring and desktop policy enforcement
• Imaging, patching, and hardware replacement procedures