Senior ICT Officer

About the role

The Senior ICT Officer will ensure reliable information and communications technology support across Natural State’s operations, with a primary focus on the rollout and administration of Microsoft Dynamics ERP. The role combines hands‑on technical work, user training, and ongoing system maintenance for core platforms such as Airtable and JIRA.

Key responsibilities

• Assist in configuring, testing, and deploying Microsoft Dynamics ERP, including data migration, user acceptance testing, and documentation.
• Develop user guides, training materials, and deliver end‑user training sessions.
• Provide first‑line and escalated support for ERP‑related issues during and after implementation.
• Serve as the primary helpdesk contact for ICT requests, troubleshooting hardware, software, email, and connectivity problems for laptops, printers, mobile devices, and office networks.
• Maintain a helpdesk ticketing system and deliver remote support to field staff.
• Administer Airtable and JIRA, managing user access, project configuration, workflow optimisation, and troubleshooting.
• Manage Microsoft 365 applications (Teams, SharePoint, OneDrive, Outlook, Exchange) and oversee office network infrastructure (Wi‑Fi, routers, firewalls) at Nanyuki and other sites.

Required profile

• Proven experience in ICT support and systems implementation, preferably in a non‑profit or field‑based environment.
• Strong analytical and problem‑solving abilities with a customer‑service mindset.
• Excellent communication skills for training diverse user groups across varying connectivity conditions.

Required skills

• Microsoft Dynamics ERP
• Airtable
• JIRA
• Microsoft 365 (Teams, SharePoint, OneDrive, Outlook, Exchange)
• Network administration (Wi‑Fi, routers, firewalls)
• Helpdesk ticketing systems